Manager, Loyalty Program Operations

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 Manager, Loyalty Program Operations, you’ll help shape how DraftKings Rewards delivers value to our players and drives business performance. You’ll connect player behavior, program performance, and business insights to identify opportunities that strengthen engagement and drive meaningful improvements across our offerings. Working closely with our Analytics, Finance, and Loyalty Operations teams, you’ll turn complex data into actionable recommendations and help bring program enhancements to life. Your work will influence how our loyalty program evolves, balancing 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 proficiency in SQL and the ability to independently query, investigate, and validate data to answer complex business questions.
A solid understanding of loyalty program economics, performance measurement, and experimentation, with the ability to evaluate program effectiveness and identify opportunities for improvement.
Experience using AI tools and automation to improve analytical efficiency, streamline processes, and support decision-making while maintaining a strong focus on accuracy.
Strong operational judgment and attention to detail, with the ability to anticipate challenges, understand system dependencies, and translate ideas into actionable requirements.
Excellent communication and collaboration skills, with the ability to simplify complex findings, influence cross-functional stakeholders, and present clear recommendations to leadership.
A proactive, curious, and results-driven mindset, with the ability to take ownership of initiatives, navigate competing priorities, and deliver meaningful improvements in a fast-paced environment.

Responsibilities

Develop a deep understanding of DraftKings Rewards, including program tiers, earning and redemption mechanics, milestones, and benefits.
Serve as a trusted resource for questions about program mechanics and performance across our offerings.
Track program health through key performance indicators measuring player engagement, tier progression, reward utilization, and business impact.
Partner with the Analytics team to validate data and strengthen performance reporting.
Analyze player behavior, program performance, and loyalty initiatives to identify opportunities for improvement, measure effectiveness, and recommend enhancements.
Assess reward costs, utilization, and program economics alongside Finance and Analytics to inform decisions that balance player value with business performance.
Drive the execution of loyalty program enhancements by coordinating operational requirements, testing, launches, and issue resolution with cross-functional teams.
Shape investment priorities by building data-backed business cases for loyalty innovations and enhancements, connecting player needs, expected business impact, and implementation considerations.
Leverage artificial intelligence (AI) tools and automation to improve the speed and accuracy of analysis, monitoring, documentation, and operational workflows while validating outputs against trusted data sources.