Customer Experience Privacy and Complaints Associate

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 Data Privacy & Complaint Resolution Associate, you’ll be on the front lines of trust, ensuring our customer data is handled with precision, care, and integrity. You’ll respond to privacy requests and high-stakes escalations, making every interaction count. It’s meaningful work with real impact, because here, your decisions help protect millions.

What You'Ll Do

• Handle and process data privacy deletion requests from customers in compliance with applicable laws and internal policies.
• Verify and authenticate identity for data subject requests to prevent unauthorized actions.
• Maintain accurate records of data requests and resolution timelines.
• Collaborate with DE, IT, Legal, and Compliance teams to ensure proper execution of requests.
• Stay informed about global data privacy laws and recommend updates to processes as necessary.
• Respond to high-risk and sensitive customer complaints and escalations received through various channels, including email, phone, and executive escalations
• Coordinate with internal departments including Legal, Regulatory Operations, Risk, VIP, and compliance to ensure timely resolution of escalated complaints.
• Develop and implement best practices to enhance the customer experience and minimize recurring issues.
• Coordinate employee account process ensuring that the process is complaint and running smoothly.

What You'Ll Bring

• Minimum 1–2 years of experience in customer service, complaint resolution related role .​
• Familiarity with regulations such as GDPR, CCPA, or other data protection laws.
• Experience working with groups such as compliance, or legal settings is highly desirable
• Strong collaboration and communication skills.
• Proficiency with ServiceNow or other ticketing processor systems, as well as Microsoft Office product suite.
• All applicants must be at least 21 years of age due to state(s) licensing requirements.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.

The US hourly rate for this full-time position is 15.77 USD - 19.71 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.