Senior Manager, Responsible Gaming

DraftKings is committed to providing a fun and entertaining gaming environment for all our players. As a Senior Manager of our Responsible Gaming Team, you will be at the forefront of our industry-leading Responsible Gaming program—ensuring we meet and exceed regulatory requirements, promote responsible play, and maintain our best-in-class standards for player centricity. In this role, you will lead day-to-day Responsible Gaming Team operations, collaborate with cross-functional teams, and champion a Responsible Gaming culture across the organization.

What you’ll do as a Senior Manager, Responsible Gaming

• Oversee daily Responsible Gaming operations, ensuring all processes and initiatives align with regulatory obligations, Company policies, and industry best practices.
• Directly manage a team of people leaders, who are responsible for approximately 30 Responsible Gaming team members
• Serve as the escalation point for Responsible Gaming-related player account issues, providing strategic guidance for complex cases.
• Guide workforce management, SLAs, forecasting, and reporting requirements, constantly monitoring performance to achieve our team goals.
• Collaborate with internal and external stakeholders to ensure a seamless, player-centric Responsible Gaming experience.
• Maintain familiarity with Responsible Gaming updates, regulatory changes, and industry trends to address preliminary questions, facilitate rapid alignment, and support responsive actions as needed.
• Champion the implementation of strategies, policies, and best practices across the Company to reinforce responsible gaming for all players.
• Define measurement standards and success metrics to support evaluation of Responsible Gaming impact.

What you’ll bring

• At least 7 years of experience leading call center operations, with a strong preference for expertise in escalations or investigations.
• Deep understanding of Responsible Gaming principles, with the ability to identify risks, ensure compliance, and promote a safe and sustainable gaming environment.
• Proven ability to exercise sound judgment and make data-driven decisions in high-pressure situations.
• Excellent communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.