Manager, Loyalty Program Operations

DraftKings Inc.•Boston, MA

9d•$97,600 - $122,000

About The Position

As Manager, Loyalty Program Operations, you will help shape how DraftKings Rewards delivers value to players and supports business performance. You will connect player behavior, program performance, and business insights to identify opportunities that strengthen engagement and improve offerings. Working with Analytics, Finance, and Loyalty Operations, you will translate complex data into recommendations and help implement program enhancements. The role balances a rewarding player experience with long-term business impact.

Requirements

At least 5 years of experience in loyalty programs, rewards, program operations, or consumer analytics, with a track record of using data to inform business decisions.
Strong analytical and problem-solving skills, including SQL proficiency and the ability to independently query, investigate, and validate data to answer complex business questions.
Understanding of loyalty program economics, performance measurement, and experimentation, with the ability to evaluate effectiveness and identify opportunities for improvement.
Experience using AI tools and automation to improve analytical efficiency, streamline processes, and support decision-making while maintaining accuracy.
Strong operational judgment and attention to detail, including the ability to anticipate challenges, understand system dependencies, and translate ideas into actionable requirements.
Excellent communication and collaboration skills, including the ability to simplify complex findings, influence cross-functional stakeholders, and present recommendations to leadership.
A proactive, curious, and results-driven mindset, with the ability to take ownership, navigate competing priorities, and deliver improvements in a fast-paced environment.

Responsibilities

Develop a deep understanding of DraftKings Rewards, including its tiers, earning and redemption mechanics, milestones, and benefits, and serve as a resource for questions about program mechanics and performance.
Track program health through KPIs for player engagement, tier progression, reward utilization, and business impact; partner with Analytics to validate data and improve performance reporting.
Analyze player behavior, program performance, and loyalty initiatives to identify improvement opportunities, measure effectiveness, and recommend enhancements.
Assess reward costs, utilization, and program economics with Finance and Analytics to inform decisions balancing player value and business performance.
Coordinate operational requirements, testing, launches, and issue resolution with cross-functional teams to execute loyalty program enhancements.
Build data-backed business cases for loyalty innovations and enhancements, connecting player needs, expected business impact, and implementation considerations.
Use AI tools and automation to improve analysis, monitoring, documentation, and operational workflows while validating outputs against trusted data sources.