IT Operations Supervisor - Jackpocket

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