Product Manager II, CX

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It's transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We're not waiting for the future to arrive. We're shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.
The Crown Is Yours
As a Product Manager II, CX you'll lead high-impact initiatives that transform how we support our CX agents and serve players. In this role, you'll own the roadmap for our Customer Platform, delivering scalable, AI-powered solutions that streamline workflows, reduce manual effort, and enable smarter, faster service. You'll drive a blend of innovation and enterprise readiness-introducing new AI capabilities while ensuring the platform remains secure, compliant, and adaptable. With a bias for action and a deep understanding of operational complexity, you'll guide cross-functional teams to unlock efficiency and deliver measurable impact.
What you'll do as a Product Manager II

• Own the end-to-end product lifecycle for Customer Platform capabilities, from roadmap definition and opportunity discovery to launch and iteration
• Lead the design and rollout of AI-powered features like prompt libraries, model evaluation methods, and governance frameworks
• Translate agent workflows and business needs into scalable product requirements and delivery plans
• Partner with Analytics and Data Science to define success metrics, test hypotheses, and evaluate performance
• Collaborate with Engineering to deliver robust APIs, integrations, and infrastructure that support both innovation and stability
• Balance long-term strategic initiatives with operational priorities like regulatory compliance and enterprise-wide projects
• Foster cross-functional alignment through clear communication of goals, progress, and trade-offs
• Stay ahead of platform and AI trends to inform roadmap decisions and product strategy

What you'll bring

• At least 5 years of experience in Product Management, ideally focused on platforms or customer experience
• Hands-on experience with AI product development, including prompt iteration, model evaluation, and governance
• Strong data fluency and ability to align product strategy with measurement and reporting infrastructure
• Solid understanding of APIs, integrations, and data pipelines, with experience partnering closely with technical teams
• Track record of managing complex roadmaps and delivering high-impact features in fast-paced environments
• Strong stakeholder management and communication skills, with the ability to influence at multiple levels
• Curiosity for CX operations and a passion for building tools that reduce friction and improve workflows
• Bachelor's Degree in a related field such as Computer Science, Business, or Information Systems

Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 117,900.00 USD - 147,400.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.