Senior Manager, Lottery Enablement & Ops Coaching

DraftKings Inc.; Massachusetts; On-site; USD 118,000 - 148,000; Full time

Job summary

DraftKings Inc. is seeking a Senior Manager, Lottery Enablement to drive performance across the Customer organization. You’ll use data to shape coaching strategies, improve quality programs, and scale customer experiences across our lottery fulfillment centers.

You’ll lead a team of project managers, guide change management, and collaborate cross-functionally to align with regulatory requirements and business goals. This role requires travel to lottery centers across the U.S.

Qualifications

• 6+ years of experience in quality, coaching, or performance management.
• Experience using data and analytics to drive performance improvements.
• Strong leadership and team development skills.
• Ability to influence stakeholders and build relationships.
• Experience leading change management initiatives.
• Ability to travel to lottery fulfillment centers.

Responsibilities

• Lead the design and execution of quality and coaching programs that improve team performance and elevate the customer experience.
• Use data and performance insights to identify trends and drive continuous improvement initiatives.
• Partner with stakeholders to define key performance indicators and deliver recommendations that inform strategic decisions.
• Develop leadership programs focused on coaching, feedback, and long-term team growth.
• Maintain performance standards and ensure consistent execution across processes and communication channels.
• Lead a team of project managers overseeing initiatives across the lottery fulfillment lifecycle, driving operational improvements across multiple fulfillment centers.
• Drive change management initiatives, including communication, training, and operational readiness, to support the successful implementation of new processes, systems, and technologies.
• Collaborate with cross-functional teams to align operational changes with business objectives, regulatory requirements, and compliance standards.

Skills

Leadership

Data analysis

Stakeholder management

Coaching

Change management

Team development

Communication

Influence

Education

Bachelor's Degree or equivalent

Tools

ServiceNow

MaestroQA

Microsoft Office

SQL

Excel

Job description

DraftKings Inc. is seeking a Senior Manager, Lottery Enablement to drive performance across the Customer organization. You’ll use data to shape coaching strategies, improve quality programs, and scale customer experiences across our lottery fulfillment centers.

You’ll lead a team of project managers, guide change management, and collaborate cross-functionally to align with regulatory requirements and business goals. This role requires travel to lottery centers across the U.S.