Senior Product Manager, CX AI Intelligence

DraftKings Inc. • Boston, MA

46d

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 Senior Product Manager, AI CX Intelligence, you’ll define how AI transforms the customer experience at DraftKings. You’ll lead strategy and execution across agent tools, automation frameworks, and conversational systems that improve satisfaction and efficiency at scale. Partnering with Engineering, Data Science, and Operations, you’ll build AI-powered solutions that support every stage of the customer journey from chatbots and copilots to orchestration logic and governance. You’ll also mentor product managers and align intelligence efforts across Customer Support, Risk Management, and High Value Player Experience.

Requirements

• 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
• 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

Nice To Haves

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

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees