DraftKings is seeking an Operations Supervisor to lead daily Jackpocket operations within our innovative IT and software environment. In this role, you'll oversee a frontline operations team, manage workflows, and ensure reliable, high-quality support for our digital products. You'll monitor performance metrics, optimize processes, and collaborate closely with engineering and product teams to resolve issues quickly. At DraftKings, you'll join a collaborative, inclusive culture with clear opportunities for growth, continuous learning, and recognition for strong performance and leadership.
Responsibilities
- Lead and mentor a frontline operations team supporting Jackpocket services.
- Oversee daily workflows, scheduling, and task allocation to meet service levels.
- Monitor and analyze operational KPIs to drive performance and quality improvements.
- Collaborate with engineering, product, and support teams to resolve incidents and escalations.
- Identify, document, and implement process improvements and best practices.
- Ensure adherence to company policies, compliance standards, and operational procedures.
- Prepare and present operational reports to management and key stakeholders.
- Support onboarding, training, and continuous development of team members.
Required Skills
- Operations management
- Team leadership
- Workforce planning and scheduling
- Process improvement
- Performance metrics and KPIs
- Incident and escalation management
- IT/Software support tools (ticketing systems, dashboards)
- Data analysis and reporting
- Stakeholder communication
- Quality assurance and compliance
