Senior Director, Consumer Experience

About the role

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. Major League Baseball 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, team