Manager, iGaming Operations & Personalization
The Manager, iGaming Operations & Personalization will define and drive the future of the casino experience across DraftKings' brands, playing surfaces, and customer touchpoints. This role focuses on shaping how players discover and engage with the casino offering by creating personalised, data-driven experiences that increase engagement, retention, and revenue.
Working across Product, Data Science, Analytics, Engineering, Game Operations, and Revenue Operations teams, the successful candidate will influence strategy, prioritise new capabilities, and bring innovative experiences to life. The role involves staying ahead of industry trends and turning emerging opportunities into customer-focused experiences that raise the bar for online gaming.
- Define and execute the strategy for personalised player experiences across Casino and Golden Nugget brands, delivering the right games and content to the right customers at the right time.
- Own the performance of the on-site player journey by establishing key performance indicators and continuously optimising engagement, revenue, retention, and customer satisfaction.
- Develop and evolve merchandising strategies using customer segmentation, game preferences, betting behaviours, denomination preferences, and lifecycle insights to create highly relevant player experiences.
- Partner with the Product, Data Science, Analytics, Engineering, and Revenue Operations teams to shape the roadmap, prioritise initiatives, and launch new customer experiences.
- Lead a rigorous experimentation strategy by identifying opportunities, designing and evaluating A/B tests, and scaling successful experiences across the business.
- Collaborate with the Sportsbook, Predictions, Lottery, and other cross-functional teams to create seamless cross-platform customer experiences that strengthen engagement across the ecosystem.
- Partner with the Game Operations, Slot Operations, and Live Dealer Teams to optimise game merchandising, content placement, and betting denomination strategies.
- Shape the future of the casino experience by bringing new capabilities to market, evolving beta experiences into personalised features such as Search, Filters, Video Reels, and other customer-facing innovations.
- Bachelor's degree in Business, Economics, Marketing, Data Science, Engineering, or a related field (required).
- At least 5 years of experience in iGaming, online gaming, or another digital consumer business, with a strong understanding of casino operations, lobby strategy, and customer engagement (required).
- Proven experience developing personalisation, merchandising, or customer experience strategies that drive measurable business outcomes (required).
- Strong analytical and strategic problem-solving skills, with experience using customer insights, experimentation, and data to inform decisions (required).
- Experience partnering across Product, Analytics, Data Science, Engineering, and Operations teams to deliver complex, cross-functional initiatives (required).
- Excellent communication and stakeholder management skills, with the ability to influence priorities, align teams, and drive execution in a fast-paced environment (required).
- Comprehensive health benefits including medical, dental, and vision plans.
- Wellbeing program including free therapy sessions via Lyra, the Calm App, and virtual yoga classes.
- 14 weeks of 100% paid parental leave and workplace lactation support.
- Access to Care.com for backup childcare.
- Family planning support for adoption, surrogacy, and fertility treatments.
- Flexible PTO for US-based employees.
- Pet insurance.
- Gym membership reimbursement.
- Financial planning resources including 401(k) matching and Origin Financial.
- Commuter benefits.
- Tuition reimbursement program.
DraftKings Inc. is a leading American digital sports entertainment and gaming company, headquartered in Boston, Massachusetts. Founded in 2012, it started in daily fantasy sports and has grown into one of the largest US online sportsbook and iGaming operators. The company offers mobile sports betting, online casino and daily fantasy contests across regulated North American markets. DraftKings is listed on the Nasdaq stock exchange and employs several thousand people.