About the role
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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