Senior Director, Consumer Experience

Major League Baseball is looking for a Senior Director, Consumer Experience to lead the Consumer Experience (CX) team and oversee all aspects of MLB’s consumer experience and consumer support. The Senior Director will also serve as the primary point of contact for Business Process Outsourcing (BPO) partnerships and call centers, manage agreements, and oversee the CX budget. Operating as a cross-functional and collaborative resource, this role will partner with MLB departments to reduce friction points for fans across MLB platforms. Reporting to the Senior Vice President, Consumer Products – Retail & Consumer Experience, the Senior Director will act both strategically and tactically to ensure every fan experience and escalation is seamless and consistent.

Responsibilities

• Lead and own the customer experience for all MLB products, including technical and operational approach, managing and developing team members, and defining a strategic vision for future consumer experience growth

• Define, execute, and refine strategies for CX support and technologies

• Develop innovative approaches to creating stability, efficiency, and scalability in consumer support

• Manage CX budget, agreements, and scheduling

• Collaborate cross-functionally with other departments (Ticketing, Product) to address and reduce friction points for fans

• Utilize performance metrics and data to ensure CX team is equipped with the most effective and efficient resources to support partners and fans

• Drive continuous improvement for CX team, CX tools, and fan support

Qualifications & Skills

• 10+ years of relevant experience in CX, CX operations, or support technology

• High level of experience with CX technology, including Salesforce & cloud telephony systems, such as Zoom Contact Center

• Experience leading, coaching, and developing an internal CX team and third-party call centers

• Able to operate with urgency and composure

• Strong analytical capabilities – understands, is guided by, and can present data-driven decisions

• Proactive – addresses risks and opportunities before they affect customers

Salary Range: $145,000 - $165,000 (Base Salary) + Bonus

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees.

Top MLB Perks & Benefits

• Competitive Benefits Package

• Company 401K Contribution

• Paid Time Off and Holidays

• Paid Parental Leave

• Access to Free Tickets to Baseball Games & MLB.TV

• Discounts at MLB Store | MLBShop.com

• Employee Assistance Programs (EAP)

• Onsite/Online Training & Development Programs

• Tuition Reimbursement

• Disability Benefits (short term and long term)

• Life and Accidental Death Insurance

• Pet Insurance