Senior Director, Fan Experience & CX Strategy

Major League Baseball (MLB); New York (NY); On-site; USD 145,000 - 165,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Experience

CX Operations

Team Leadership

Data Analytics

Salesforce

Proactive

Stakeholder Management

Tools

Salesforce

Zoom Contact Center

Job description

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.