Fan Operations PSA & Venue Operations FIFA World Cup 26 All Host Cities

At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

FIFA World Cup 26 Skills Framework

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.

DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.

INITIATIVE:  Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.

LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.

VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

The Fan Operations PSA & Venue Operations evergreen role consolidates all responsibilities across Fan Operations Coordinators, Last Mile Supervisors, Gate Supervisors, PSA Supervisors, and Venue Coordinators/Managers. This position is an essential part of the Fan Operations structure for the FIFA World Cup 26™, responsible for delivering a seamless, safe, enjoyable, and accessible fan experience across all stadium perimeters, Last Mile routes, gates, fan information points, and accessibility services. The main responsibilities include:

Fan Services, Stadium Perimeter & PSA Operations

• Deliver world-class stadium services and fan-facing support across the outer perimeter, Last Mile pathways, and main entry gates.
• Oversee fan messaging, queueing, wayfinding (“Have your ticket ready”), directional guidance, and general information support.
• Ensure PSA (Public Safety Announcements) and fan-facing communications are consistent, accessible, and aligned with Fan Operations guidelines.
• Serve as a primary contact for Fan Operations Venue Lead on matchday operations.
• Identify and resolve fan-related issues quickly and professionally; escalate when required.

Volunteer, Coordinator & Supervisor Leadership

• Manage volunteers, supervisors, and fan services staff across gates, Last Mile, PSA zones, and general fan operations.
• Deliver daily briefings, coordinate deployments, manage break schedules, and ensure welfare of volunteers.
• Empower volunteers and supervisors to maintain a positive, energetic matchday environment.
• Ensure operational equipment for volunteers and supervisors is prepared, distributed, and maintained.
• Collect volunteer and staff feedback for continuous improvement.

Last Mile Operations

• Coordinate and supervise Last Mile pathways, transport hubs, pedestrian walkways, signage, and touchpoints.
• Observe crowd flows, identify pressure points, and escalate operational concerns.
• Ensure fans traveling from transportation points to stadium entry areas experience a safe, efficient, and enjoyable journey.
• Collaborate with Host Committees and transportation Functional Areas to align Last Mile requirements.

Gate Operations & Access Control Alignment

• Oversee gate volunteers and operations teams, ensuring alignment with security and access control procedures.
• Monitor crowd movement, detect entry bottlenecks, and facilitate real-time adjustments.
• Communicate clear, accurate information to fans entering the stadium to support smooth ingress.
• Collaborate with Security, Stadium Management, and Access Control to resolve operational obstacles.

Venue-Level Fan Operations Management

• Serve as venue-level point of contact for stadium operators, Regional Venue Managers, and Miami Headquarters.
• Ensure all fan services offerings meet FIFA quality and operational standards.
• Oversee restricted items storage and ensure secure, organized handling of items.
• Coordinate with Dressing & Signage, Venue Management, Media Operations, Competition, Team Services, Broadcast, Sustainability, and Human Rights teams.

Accessibility & Inclusion Responsibilities

• Support mobility services, sensory inclusion programs, accessible entry queues, and audio descriptive commentary coordination.
• Liaise closely with Sustainability & Human Rights to ensure accessibility delivery meets high standards.
• Address sensitive accessibility issues with professionalism and care.
• Operational Readiness, Documentation & Reporting
• Ensure readiness before each matchday including:

          -Volunteer equipment
          -Run sheets
          -DOT Plans
          -Staff briefings
          -Operational communication channels
          -Site checks and equipment validation

• Coordinate pre-match preparations and support post-match resets.
• Provide updates, incident reports, and operational observations to the Venue Lead/Manager.
• Contribute to post-Match Day reports and continuous improvement planning.

Cross-Functional Collaboration

• Maintain strong working relationships with all relevant FIFA departments.
• Ensure that fan journey touchpoints are aligned operationally across:

          -Security
          -Transportation
          -Dressing & Signage
          -Media & Broadcast
          -Competition Management
          -Team Services
          -Sustainability & Human Rights

• Serve as a liaison between fan-facing staff and other Functional Areas.

Education & Qualifications

• Bachelor’s degree in Event Operations, Sports Management, Hospitality, Crowd Management, or related field preferred.
• Equivalent experience in large-scale public events, festivals, stadium operations, or fan experience will be considered.

Work Experience

• Experience coordinating or supervising volunteers or large crowds at major events.
• Experience in stadium or festival operations, guest services, or Last Mile operations.
• Experience working with security, venue operations, or cross-functional teams.
• Experience in accessibility or inclusion-based service delivery is a strong advantage.
• Proven ability to manage fast-paced, high-attendance environments.

Language

• Fluent in English. Spanish and/or French proficiency is a plus

Technology

• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools