Senior Director, Consumer Experience

Major League Baseball•New York, NY

3h•$145,000 - $165,000

About The Position

Major League Baseball is looking for a Senior Director, Consumer Experience (CX) 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.

Requirements

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

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