CRM Administrator - Customer Experience
About the job
- 1–2 years of experience as a Systems Administrator; experience with Service Cloud and Zoom Contact Center is a strong plus.
- Salesforce Administrator certification is required.
- A solid understanding of contact center processes and key performance indicators is required.
- Experience configuring case routing, email-to-case, live agent/chat, and knowledge base is required.
- Ability to create effective reports and dashboards that support decision-making is required.
- Availability to work on-site in New York City during designated hours is required.
- Experience with application programming interface integrations and telephony tools such as Amazon Connect, Five9, Genesys, or Zoom Contact Center is required.
- Knowledge of Omni-Channel, Macros, Agentforce, and Einstein Bots is required.
- Familiarity with customer feedback tools, customer satisfaction, or quality assurance workflows is required.
- Serve as the subject matter expert for Salesforce Service Cloud and Zoom Contact Center.
- Configure and maintain case management workflows, queues, escalation rules, and key performance indicators.
- Manage users, roles, profiles, permissions, and security settings.
- Build and optimize reports and dashboards to monitor agent performance, case volume, and key performance indicators.
- Provide real-time troubleshooting and support.
- Maintain data integrity and perform routine audits and clean-up.
- Train new and existing team members on Salesforce and Zoom Contact Center functionality and best practices.
- Collaborate with IT and operations teams to identify system enhancements and automation opportunities.
- Stay current on Salesforce Service Cloud and Zoom Contact Center updates and recommend improvements.
- Service Cloud Consultant certification is preferred.
- Experience building public-facing support sites within Salesforce is a plus.
About the company
Major League Baseball is the top professional baseball league in the United States and Canada, consisting of 30 independent franchises that operate within a league-wide joint venture. It coordinates the season schedule, playoffs, and championships, while individual teams handle local markets. The league earns money mainly from national and local TV rights, ticket sales, sponsorships, and merchandise, and it uses revenue sharing to keep finances balanced among teams. Its goal is to grow the sport’s fan base and maintain competitive balance by monetizing media rights, attendance, sponsorships, and merchandise.
Company Size
10,001+
Company Stage
Acquired
Total Funding
$2.6B
Headquarters
New York City, New York
Founded
2000
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Simplify's Take
What believers are saying
- All 30 teams now have direct-to-consumer streaming options, reducing blackout pain.
- New NBC, Netflix, and ESPN deals cover 2026-28, stabilizing near-term media revenue.
- July 2026 MLB debt issuance and higher borrowing limits signal lender confidence.
What critics are saying
- CBA expires December 1, 2026; Bruce Meyer calls a lockout almost guaranteed.
- Fitch flagged lockout risk; national media deals expire after 2028 season.
- MLB.TV blackout complexity and local-rights fragmentation keep fans frustrated and churn-prone.
What makes Major League Baseball unique
- MLB owns all 30 clubs and centralizes national media, data, and streaming rights.
- ABS Challenge System debuts in 2026, blending human umpires with Hawk-Eye technology.
- MLB's Jomboy Media and AUSL bets extend reach into creator and women's sports.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Paid Vacation
Paid Parental Leave
Employee Assistance Programs (EAP)
Onsite/Online Training & Development Programs
Tuition Reimbursement
Disability Insurance
Life Insurance
Pet Insurance
Company News
FutureSports has signed an agreement with Major League Baseball to create financial indexes tracking the performance of all 30 MLB teams. The Chicago-based company will use official league data to develop CME FutureSports Performance Indexes, which measure teams' cumulative performance through play-by-play statistics. The indexes will underpin cash-settled futures contracts on CME Group, pending regulatory approval. These contracts are designed to provide hedging vehicles and investment opportunities for baseball industry participants managing capital exposures. FutureSports, launched in 2026 after four years of development, previously announced similar indexes for the National Hockey League. The company administers its indexes independently using transparent, rules-based methodologies aligned with international securities organisation principles. CME Group intends to launch NHL futures contracts on 28 September, subject to regulatory review.
MLB issued approximately $40 million in new debt in May to support team-level borrowing through its Club Trust Securitization facility, according to Fitch Ratings. The league also raised its credit facility's borrowing limit from $125 million to $150 million per club in April, with 28 teams currently utilising the programme. Fitch assigned an A rating with a stable outlook for the new term notes. The ratings agency cited MLB's strong media rights agreements with ESPN, Fox, NBC, Netflix, and TBS as supporting debt service payments. These deals expire after the 2028 season. However, Fitch noted uncertainty around the approaching collective bargaining agreement expiration, warning that a prolonged lockout could lead to a credit downgrade.
Major League Baseball has acquired a minority stake in Jomboy Media, the company founded by Jimmy "Jomboy" O'Brien, ending a four-year negotiation over intellectual property rights and content restrictions. The deal provides Jomboy Media with resources and access to MLB intellectual property whilst giving the league access to younger, digitally native audiences. Jomboy Media employs 64 people and generated over $10 million in annual revenue by 2024. O'Brien's YouTube channel has 2.20 million subscribers and 1.73 billion views, built on his distinctive breakdown videos using lip-reading and humorous commentary. The partnership includes content activations around major MLB events. The deal represents MLB's strategic shift towards creator-led content to engage Gen Z and Millennial viewers who consume sports differently from traditional broadcast audiences.
Zillow Group has signed a long-term partnership with Major League Baseball, becoming MLB's official real estate and home rentals marketplace provider. The deal includes national marketing campaigns across MLB Network, MLB.TV and Apple TV+, plus sponsorship of All-Star Week, postseason events and the Pennant Chase. Zillow also launched Zillow Preview on 17 March, a product that makes pre-market home listings publicly visible on Zillow and Trulia. Chief executive Jeremy Wacksman said the company believes real estate works best when information is open and accessible, allowing buyers to see all available options without being tied to specific brokerage firms. The technology-enabled real estate platform operates through websites and mobile applications, offering marketplaces for rentals, construction and property advertising, alongside transaction management software.
Major League Baseball faces significant changes as its collective bargaining agreement expires at the end of this season. MLB Players Association Interim Executive Director Bruce Meyer told ESPN a lockout is "all but guaranteed", with owners expected to push for a salary cap. Nine MLB teams announced new MLB-operated channels carried by DirecTV this week, following contract terminations with struggling FanDuel Sports Networks. MLB aims to control all 30 teams' local rights by 2028 to sell them as a national streaming package. The league's national media rights expire after the 2028 season, allowing potential redistribution. Commissioner Rob Manfred has suggested expanding to 32 teams and realigning geographically. Despite upheaval, baseball is thriving. Last year's World Series attracted over 50 million viewers, the most in 34 years. However, MLB's EBITDA margin sits under 2%, significantly below other major leagues.