Senior Director, Consumer Experience

Major League Baseball (MLB); New York (NY); Presencial; USD 145.000 - 165.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive Benefits Package

Company 401K Contribution

Paid Time Off and Holidays

Paid Parental Leave

Access to Free Tickets to Baseball &ML

Discounts at MLB Shop

Employee Assistance Programs (EAP)

Onsite/Online Training & Development

Tuition Reimbursement

Disability Benefits

Life and Accidental Death Insurance

Pet Insurance

Descripción de la vacante

Major League Baseball is seeking a Senior Director, Consumer Experience to lead MLB’s CX team and oversee all aspects of consumer experience and support. You will manage BPO partnerships and call centers, govern CX budgets, and align with departments to minimize fan friction across MLB platforms.

You will report to the Senior VP, Consumer Products – Retail & Consumer Experience, balancing strategic vision with hands-on execution to ensure seamless fan interactions and escalations.

Formación

• 10+ years of relevant experience in CX, CX operations, or support technology.
• Experience with CX technology including Salesforce & cloud telephony systems such as Zoom Contact Center.
• Experience leading internal CX teams and third-party call centers.
• Able to operate with urgency and composure; data-driven decisions are essential.

Responsabilidades

• Lead and own the customer experience for all MLB products, including planning the strategic vision for growth.
• Define, execute, and refine strategies for CX support and technologies.
• Develop approaches to increase stability, efficiency, and scalability in consumer support.
• Manage CX budget, agreements, and scheduling.
• Collaborate cross-functionally with Ticketing and Product to reduce fan friction.
• Use performance data to optimize resource allocation for partners and fans.
• Drive continuous improvement for CX tools and fan support.

Conocimientos

Customer Experience

CX Operations

Team Leadership

Data Analytics

Salesforce

Proactive

Stakeholder Management

Herramientas

Salesforce

Zoom Contact Center

Descripción del empleo

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

Why MLB?

Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. Employees love working at MLB because of the culture of growth, teamwork, and professionalism. Employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the Team first. For those ready to step up to the plate and join the major leagues, MLB takes the same approach as teams do with their players: empowering our “workforce athletes” to be at their best by engineering experiences that put employees in the best position to succeed. Major League Baseball is looking for candidates who are passionate about growing America’s pastime to best serve its fans for decades to come.

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