Senior Director, Consumer Experience at Major League Baseball

<p data-path-to-node="1"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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 &amp; Consumer Experience, the Senior Director will act both strategically and tactically to ensure every fan experience and escalation is seamless and consistent.</span></p> <p data-path-to-node="2"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong data-path-to-node="2" data-index-in-node="0">Responsibilities</strong></span></p> <ul data-path-to-node="3"> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Define, execute, and refine strategies for CX support and technologies</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop innovative approaches to creating stability, efficiency, and scalability in consumer support</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage CX budget, agreements, and scheduling</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate cross-functionally with other departments (Ticketing, Product) to address and reduce friction points for fans</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,5,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Utilize performance metrics and data to ensure CX team is equipped with the most effective and efficient resources to support partners and fans</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="3,6,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive continuous improvement for CX team, CX tools, and fan support</span></p> </li> </ul> <p data-path-to-node="4"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong data-path-to-node="4" data-index-in-node="0">Qualifications &amp; Skills</strong></span></p> <ul data-path-to-node="5"> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">10+ years of relevant experience in CX, CX operations, or support technology</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">High level of experience with CX technology, including Salesforce &amp; cloud telephony systems, such as Zoom Contact Center</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience leading, coaching, and developing an internal CX team and third-party call centers</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Able to operate with urgency and composure</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical capabilities – understands, is guided by, and can present data-driven decisions</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="5,5,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proactive – addresses risks and opportunities before they affect customers</span></p> </li> </ul> <p data-path-to-node="6"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong data-path-to-node="6" data-index-in-node="0">Salary Range:</strong><span class="Apple-converted-space">&nbsp;</span>$145,000 - $165,000 (Base Salary) + Bonus</span></p> <p data-path-to-node="7"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p data-path-to-node="8"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong data-path-to-node="8" data-index-in-node="0">Top MLB Perks &amp; Benefits</strong></span></p> <ul data-path-to-node="9"> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,0,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Competitive Benefits Package</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,1,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Company 401K Contribution</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,2,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Paid Time Off and Holidays</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,3,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Paid Parental Leave</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,4,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Access to Free Tickets to Baseball Games &amp; MLB.TV</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,5,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Discounts at MLB Store | MLBShop.com</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,6,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee Assistance Programs (EAP)</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,7,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Onsite/Online Training &amp; Development Programs</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,8,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Tuition Reimbursement</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,9,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Disability Benefits (short term and long term)</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,10,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Life and Accidental Death Insurance</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p data-path-to-node="9,11,0"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Pet Insurance</span></p> </li> </ul><div class="content-conclusion"><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Why MLB?</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">California Residents: Please see our&nbsp;<a href="https://www.mlb.com/careers/ccpa">California Recruitment Privacy Policy</a> for more details.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at <a href="mailto:[email protected]">[email protected]</a>. Requests received for non-disability related issues, such as following up on an application, will not receive a response.</span></p> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Are you ready to Step Up to the Plate? Apply below!</strong></span></p></div>