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Product Operations Manager

Major League Baseball (MLB) New York, NY

New York, NY

Today

$100k - $130k/yr Full time Manager Customer Experience Management

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Job Description

Join MLB in New York as a Product Operations Manager and help bring phygital fan experiences to life across ballparks. This onsite role blends product, operations, and cross‑functional collaboration to move concepts from idea to scalable deployments. You will partner with Digital Product and Technology to operationalize the Phygital Experiences roadmap, lead GTM activations, and coordinate stadium deployments with diverse teams across MLB venues.

Benefits

Competitive Benefits Package
Company 401K Contribution
Paid Time Off and Holidays
Paid Parental Leave
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

Responsibilities

Partner with Digital Product and Technology teams to operationalize the “Phygital Experiences” roadmap, managing operational projects and explorations from initial concepts through GTM, carrying initial conceptual work through to a shipped product that scales across multiple venues
Provide hands-on support for operational tasks in-market to support seamless and effective product launches
Manage all project management tasks associated with operational logistics for a program launch in-market
Advocate direction and business needs cross-functional team members for successful fan-centric execution based on hands-on experience
Develop relationships with other departments to ensure cross-functional alignment on features, design, development, testing, and deployments to orchestrate phygital product activations and GTM effectiveness
Include both internal and external tech partners (e.g., Software Engineering, UX, Customer Support, Marketing, Security, Infrastructure, Operations, etc.) and business stakeholders (e.g., Clubs, vendors) on feature scope, delivery, and execution
Participate in the evaluation and exploration of innovative products and partnerships that will keep baseball on the leading edge of the technology experience for decades to come
The ability to travel is required to be an in-person subject matter expert to both identify and execute deployments to ensure success
This role requires an estimated 30%-40% travel to serve as an in-person subject matter expert at various venues

Requirements

3+ years in a technology-related field delivering projects of the highest quality and with measurable impact to end users and the business
5+ years of notable experience in operational roles, with a proven track record of operationalizing large-scale events, complex projects, or consumer-facing service roll-outs
Possess a strong ownership mindset and maintain excellent project management skills in driving complex and multifaceted initiatives to the finish line
Detail-oriented and a solution-based thinker with demonstrated success in managing large-scale, multi-vendor projects with complex approval and quality assurance processes
Strong written, verbal, and presentation skills
Must be able to work independently and have strong working relationships with relevant stakeholders
Ability to understand new technologies quickly
A passion and experience with using metrics/analytics to deliver on business objectives
Previous Access Control/Ticketing/Stadium Operations experience within Theme Park or Sports Industries is a plus
Previous experience with hardware & physical rollouts is a plus
Ability to make quick strategic decisions, prioritizing and executing on goals
Travel readiness to support in-person deployments

Technologies

Ballpark Wallet
MLB Go-Ahead Entry
facial authentication-based access control

Salary Range

USD 100,000 - 130,000 per year (Base Salary + Bonus)

Why MLB?

Major League Baseball is the most historic of the major professional sports leagues in the United States and Canada. Employees appreciate MLB for a culture that emphasizes growth, teamwork, and professionalism. Those who succeed at MLB take initiative, identify problems, provide solutions, and always put the team first.

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