Customer Experience AI Associate

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 Customer Experience AI Associate, you'll shape and optimize chatbot and AI-powered customer experiences. You'll use conversation design, analytics, and generative AI to improve self-service outcomes, customer satisfaction, and operational efficiency. Working across Customer Experience, Product, Engineering, and Analytics teams, you'll drive continuous improvements that deliver measurable impact for both customers and the business.
What You'll Do

• Own the end-to-end chatbot and AI Agent experience, designing new conversation flows and optimizing existing journeys to improve resolution rates, customer outcomes, and customer satisfaction.
• Analyze conversation data, customer behavior, and performance metrics to identify trends, uncover opportunities, and drive continuous improvements.
• Design, test, and deploy conversational logic, prompts, and generative AI experiences that improve self-service outcomes and response quality.
• Implement conversation guardrails, escalation paths, and API integrations that enable reliable, personalized, and effective customer experiences.
• Partner with Customer Experience, Product, Engineering, and Analytics teams to launch, measure, and continuously optimize conversational experiences.

What You'll Bring

• Bachelor's degree in Business, Analytics, or a related field.
• At least 3 years of experience managing chatbot, conversational AI, AI-powered products, or digital self-service experiences.
• Experience analyzing customer interaction data and performance metrics to identify insights and drive measurable improvements.
• Familiarity with generative AI technologies, prompt engineering, conversational design, and automation best practices.
• Strong analytical, problem-solving, and communication skills, with the ability to collaborate effectively across teams.
• A customer-first mindset, strong attention to detail, and a passion for improving experiences through innovation and continuous learning.

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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 65,300.00 USD - 81,600.00 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.