Senior Director, Consumer Experience

The role

The Senior Director will lead the Consumer Experience team and oversee all aspects of MLB consumer experience and support. This role manages BPO partnerships, call centers, and the CX budget while partnering with departments to reduce fan friction.

What you will do

• Lead and own the customer experience for all MLB products
• 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 to address and reduce friction points for fans
• Utilize performance metrics and data to ensure CX team is equipped with effective resources
• Drive continuous improvement for CX team, CX tools, and fan support

Required qualifications

• 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
• Proactive

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 the company

Major League Baseball (MLB) is the most historic of the major professional sports leagues in the United States and Canada. The company has a culture of growth, teamwork, and professionalism.