Department: Tournament and Venue Operations
Location: Remote
Description
At FIFA World Cup 2026, our vision is to unite the world through the greatest, most innovative, and inclusive sporting event of all time. The 2026 World Cup will mark the first time that the tournament will be hosted by three countries: the United States, Canada, and Mexico. This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Key Responsibilities
Sitting within the Operations Department, Fan Operations along with Dressing and Signage, Venue Management, Team Services, Competition Management and Broadcast and Media Operations aims to deliver the most engaging, innovative, and accessible World Cup experience for all players, fans, partners, and the community.
Reporting to the Head of Fan Operations, the Fan Operations Manager, East region will help serve Fan Operation's efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues.
Fan Operations delivers key projects that focus on fan needs and experience both before and during the tournament including provision of fan services (guest services), fan information distribution and assisting in the delivery of the FIFA Tournament app.
This role will be responsible for overseeing the Fan Operations project for the FIFA World Cup 2026 in New York / New Jersey, Boston, Philadelphia and Atlanta as well as carry out duties for the FIFA Club World Cup 2025.
The main responsibilities of the Fan Operations Manager, East Region include:
- Ensure delivery of world class services and experience for all fans attending matches of the FIFA World Cup 2026 and FIFA Club World Cup 2025 with a focus on New York / New Jersey, Boston, Philadelphia and Atlanta.
- Implementation of mobility and accessible services across venues as needed.
- Manage the day-to-day relationship with both the stadium incumbent teams and Host Cities.
- Coordination of the Last Mile project to ensure that all attendees have a safe, enjoyable and efficient journey to and from the stadium.
- Assists with the coordination of integration meetings with key FIFA 2026 functions such as Safety & Security, Ticketing, Transport, and other as required.
- Support the Fan Information and Fan app project by gathering required content, updating of the Fan Information hub and assisting in customer service roll out per venue.
- Manage the procurement, logistics and fixtures, fittings and equipment (F,F & E) planning for the region.
- Support the collation of the end-to-end fan journey for the region.
- Responsible for tracking and updating the Fan Operations project plan for the region. Communicate the project status, issues & risks to the Fan Operations Central team.
- Assist in the development of the training programme related to fan customer service and ensure a successful and consistent roll out across all venues.
- Be a key contributor to all and any training programmes tournament wide in relation to fan operations. Ensuring all venues have the required collateral and tools for effective training delivery and implementation.
- Responsible for the organisation of any workshops, seminars, and meetings within the region.
- Management of fan operations related volunteer recruitment, training and management.
Skills, Knowledge and Expertise
Education and Qualifications
- University degree in appropriate subject (or adequate training/vocational education).
- Team Player, willing to work to tight timelines.
- Solution oriented.
- Problem solving and conflict resolution skills.
- Positive attitude, patience and persistence.
- Ability to prioritize and handle large workload efficiently at peak times.
- Ability to work under pressure and stress.
- Sound judgement and prioritization of tasks.
- International, cross-cultural work experiences preferred. Experience or knowledge of local culture and market will be an added benefit.
Work Experience
- Minimum 5 to 6 years of experience in a senior management role in fan/spectator services and last mile operations for professional sports clubs and/or in the organization of major sporting and/or football events.
- Awareness of fan or guest services at a major sporting event.
- Knowledge of international football (soccer) and FIFA World Cups.
- Knowledge of event planning and event project management processes.
- Experience in the development and integration of operational plans.
Languages
- Fluent in English, Spanish is an asset.
Technology
- Proficient in MS Office (Excel, Word, PowerPoint, Outlook, Teams, Visio & Project), planning software and online collaboration tools.
- Affinity with technology and mobile applications.
