Senior Director, Consumer Experience

The Senior Director, Consumer Experience leads the Consumer Experience (CX) team and oversees all aspects of MLB's consumer experience and consumer support. The role serves as the primary point of contact for Business Process Outsourcing (BPO) partnerships and call centres, manages agreements, and oversees the CX budget. Reporting to the Senior Vice President, Consumer Products – Retail & Consumer Experience, the position operates as a cross-functional and collaborative resource, partnering with MLB departments to reduce friction points for fans across MLB platforms.

• Lead and own the customer experience for all MLB products, including the 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 the CX budget, agreements, and scheduling.
• Collaborate cross-functionally with other departments, such as Ticketing and Product, to address and reduce friction points for fans.
• Utilise performance metrics and data to ensure the CX team is equipped with the most effective and efficient resources to support partners and fans.
• Drive continuous improvement for the CX team, CX tools, and fan support.

• 10+ years of relevant experience in CX, CX operations, or support technology.
• High level of experience with CX technology, including Salesforce and cloud telephony systems such as Zoom Contact Centre.
• Experience leading, coaching, and developing an internal CX team and third-party call centres.
• Able to operate with urgency and composure.
• Strong analytical capabilities, with the ability to understand, be guided by, and present data-driven decisions.
• Proactive in addressing risks and opportunities before they affect customers.

• $145,000 - $165,000 (Base Salary) + Bonus
• Salary and related aspects of compensation are contingent upon work experience, education, skills, and any other factors MLB considers relevant to the hiring decision.

• Competitive benefits package
• Company 401K contribution
• Paid time off and holidays
• Paid parental leave
• Access to free tickets to baseball games and MLB.TV
• Discounts at MLB Store and MLBShop.com
• Employee Assistance Programs (EAP)
• Onsite and online training and development programs
• Tuition reimbursement
• Disability benefits (short term and long term)
• Life and accidental death insurance
• Pet insurance

Employees love working at MLB because of the culture of growth, teamwork, and professionalism, and employees who are most successful at MLB take initiative, know how to identify problems and provide solutions, and always put the team first.