Manager, Loyalty Program Operations
As a Manager, Loyalty Program Operations, the individual will help shape how DraftKings Rewards delivers value to players and drives business performance. The role involves connecting player behaviour, program performance, and business insights to identify opportunities that strengthen engagement and drive meaningful improvements across offerings.
Working closely with the Analytics, Finance, and Loyalty Operations teams, the manager will turn complex data into actionable recommendations and help bring program enhancements to life. The work will influence how the loyalty program evolves, balancing a rewarding player experience with long-term business impact.
- 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 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.
- 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. (required)
- 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. (required)
- A solid understanding of loyalty program economics, performance measurement, and experimentation, with the ability to evaluate program effectiveness and identify opportunities for improvement. (required)
- Experience using AI tools and automation to improve analytical efficiency, streamline processes, and support decision-making while maintaining a strong focus on accuracy. (required)
- Strong operational judgment and attention to detail, with the ability to anticipate challenges, understand system dependencies, and translate ideas into actionable requirements. (required)
- Excellent communication and collaboration skills, with the ability to simplify complex findings, influence cross-functional stakeholders, and present clear recommendations to leadership. (required)
- 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. (required)
- Competitive base salary range of 97,600.00 USD - 122,000.00 USD
- Bonus and equity
- Comprehensive health benefits including medical, dental, and vision
- Wellbeing program including free therapy sessions, Lyra Employee Assistance Program, Calm App, and virtual yoga
- 14 weeks of 100% paid parental leave and workplace lactation support
- Care.com partnership for care finding and backup childcare
- Family planning support for adoption, surrogacy, and fertility treatments
- Flexible PTO
- Pet insurance
- Gym reimbursement
- Financial planning support 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.