Teams at Major League Baseball

Manage ticketing data products within MLB’s Fan Data Platform, from requirements and roadmaps through development, testing, release, and rollout. Partner with engineering, analytics, QA, and industry stakeholders to centralize data, ensure quality and governance, and enable analytics, personalization, marketing, and business intelligence use cases. Translate business needs into product requirements and user stories while identifying scalable data-platform opportunities.

Leads MLB’s consumer experience and support organization, including CX strategy, technology, team development, BPO and call-center partnerships, budgets, agreements, and continuous improvement. Collaborates with Ticketing and Product teams to reduce fan friction across MLB platforms. Uses performance metrics and data-driven decisions to improve support efficiency, stability, scalability, and consistency while managing escalations and defining long-term CX growth.

An eight-week unpaid training program preparing students and recent graduates for entry-level ticket sales careers with MLB and MiLB clubs. Participants attend weekly virtual sessions led by ticketing and sales executives, develop sales and communication skills, and receive consideration for future club hiring pipelines and a certificate upon completion.