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Senior Director, Consumer Experience

Major League Baseball

$145,000 - $165,000 / year

New York, New YorkFull-timeOn-siteExpert

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Description

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.

California Residents: Please see our California Recruitment Privacy Policy for more details.

Colorado Residents: Colorado based applicants may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at accommodations@mlb.com. Requests received for non-disability related issues, such as following up on an application, will not receive a response.

Are you ready to Step Up to the Plate? Apply below!

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

About this role

Leading MLB's consumer experience means owning the full lifecycle of fan support across all MLB products and platforms. You'd manage the CX team and third-party call centers, oversee technology strategy and budget, and work directly with departments like Ticketing and Product to eliminate friction points that frustrate fans. This is both a strategic and hands-on role—you'll define the vision for how MLB supports consumers while also ensuring day-to-day operations run smoothly and efficiently.

The ideal candidate brings 10+ years in customer experience operations or support technology, with proven expertise in Salesforce and cloud telephony systems like Zoom Contact Center. You'll need strong experience leading and developing internal teams as well as managing external call center partners. Success here requires comfort with data-driven decision-making, the ability to move quickly without losing composure under pressure, and a proactive mindset that spots problems before they impact fans.

Based in New York City and reporting to the Senior Vice President of Consumer Products, this full-time role offers a competitive salary of $145,000–$165,000 plus bonus, along with MLB's benefits package including 401(k) contributions, paid parental leave, free game tickets, and professional development support.

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Pay for this role

$145,000 to $165,000 per year

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