Senior Product Manager, CX AI Intelligence

The Crown Is Yours

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.

What You'll Do As Senior Product Manager, AI CX Intelligence

• Define and drive the AI roadmap for Customer Platform, aligning product investments with customer needs and business goals

• Launch tools for customers, agents, and VIP hosts, including copilots, summarization features, and automations built with MCP, Agent to Agent, and n8n

• Translate user feedback, conversation data, and performance metrics into product opportunities that reduce friction and increase scale

• Set and monitor KPIs for resolution time, experience quality, automation rates, and agent productivity to inform iteration

• Ensure AI deployments meet DraftKings' standards for privacy, transparency, and fairness through close collaboration with Legal, Compliance, and Security

• Mentor product managers to balance technical depth with customer empathy and operational execution

• Partner with AI Platform, Product, and Operations teams to align infrastructure, data strategy, and experience design

What You'll Bring

• Bachelor's Degree in Computer Science, Marketing, Data Science, or any suitable combination of education, training, and experience

• At least 7 years of product management experience with a track record of delivering AI or data-driven products that improve customer or operational outcomes

• Expertise in customer-facing AI applications, including large language models, natural language processing, and agent assist tools

• Experience leading PMs and collaborating with cross-functional engineering and operations teams

• Proven ability to define metrics, assess impact, and iterate quickly based on data and feedback

• Strong communication and influence skills across technical and business audiences

• Experience with chatbot platforms, conversational AI, or customer support systems is a plus

• Familiarity with automation frameworks such as MCP, Agent to Agent, or n8n, and with contact center operations

• Understanding of human-in-the-loop systems, data governance, and AI evaluation practices

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.