Senior Director, Fan Experience & CX Strategy

Global Sports Jobs Limited; New York (NY); Presencial; USD 145 000 - 165 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive benefits package

401K contribution

Paid time off and holidays

Paid parental leave

MLB tickets and MLB.TV access

Store discounts

EAP

Resumo da oferta

MLB is seeking a Senior Director, Consumer Experience to lead the CX team and oversee all consumer experience and support across MLB platforms. You will partner with BPOs and call centres, manage budgets, and drive cross-functional initiatives with Ticketing and Product to reduce fan friction.

Reporting to the Senior Vice President, Consumer Products – Retail & Consumer Experience, this role blends strategic vision with hands-on execution, focusing on seamless fan experiences and data-driven

Qualificações

• 10+ years of CX, CX operations, or support-technology experience.
• Experience with CX tech including Salesforce and cloud telephony like Zoom Contact Centre.
• Leadership and development of internal CX teams and third-party call centres.
• Ability to operate with urgency and composure.
• Strong analytics and data-driven decision making.
• Proactive in addressing risks and opportunities for customers.

Responsabilidades

• Lead the customer experience for MLB products, defining strategic CX growth.
• Define, execute, and refine CX support strategies and technologies.
• Improve stability, efficiency, and scalability of consumer support.
• Manage CX budget, agreements, and scheduling.
• Collaborate with Ticketing and Product to reduce fan friction.
• Use performance data to optimize resources for partners and fans.
• Drive continuous CX tools and fan support improvements.

Conhecimentos

CX leadership

Team coaching

Data-driven decisions

CX operations

Stakeholder management

Urgency under pressure

Ferramentas

Salesforce

Zoom Contact Centre

Descrição da oferta de emprego

MLB is seeking a Senior Director, Consumer Experience to lead the CX team and oversee all consumer experience and support across MLB platforms. You will partner with BPOs and call centres, manage budgets, and drive cross-functional initiatives with Ticketing and Product to reduce fan friction.

Reporting to the Senior Vice President, Consumer Products – Retail & Consumer Experience, this role blends strategic vision with hands-on execution, focusing on seamless fan experiences and data-driven