Customer Experience Chatbot Senior Associate

DraftKings•Boston, MA

About The Position

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 Chatbot Senior Associate, you’ll own chatbot conversation design and performance, creating new flows, improving existing ones, and using insights to drive resolution and satisfaction. You’ll work at the intersection of CX, AI, and product to deliver fast, intuitive, and brand-aligned support experiences at scale.

Requirements

At least 3 years of experience in chatbot design, CX automation or conversational AI.
Strong writing skills with a focus on clarity, empathy, and brand voice.
Experience with chatbot platforms, NLU tools, or prompt engineering for AI models.
Analytical mindset and familiarity with tools like SQL, Looker, or similar platforms.
Collaborative, solutions-oriented approach with the ability to lead through ambiguity.

Responsibilities

Design and optimize conversation flows to improve resolution, containment and CSAT.
Analyze chat data and feedback to identify breakdowns, surface insights and drive improvements.
Lead prompt engineering for generative AI to ensure responses are accurate, empathetic and on-brand.
Build logic, escalation paths, and API integrations that support self-service and personalized experiences.
Partner with CX, Product, Engineering and Analytics to align chatbot strategy with business goals.

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