Manager, Fan Operations Training and Workforce, FIFA World Cup 2026

Manager, Fan Operations Training and Workforce, FIFA World Cup 2026

Department: Tournament and Venue Operations

Employment Type: Fixed Term - Full Time

Location: Miami

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 Senior Manager Fan Services, the Fan Operations Training and Workforce Manager will help serve Fan Operation's efforts to deliver 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.

This role will be responsible for delivering the Fan Operations training and workforce project across all venues and host cities.

The main responsibilities of the Fan Operations Training and Workforce Manager for the FIFA World Cup 2026 include:

• Design and implement the role specific training strategy for fan operations and fan services across the tournament, ensuring all tournament time staff have a clear understanding of tournament time roles.
• Build and maintain relationships with key stakeholders across the 16 stadiums and develop an integrated training approach.
• Work with the Host Cities to identify joint training opportunities and provide assistance if requested.
• Ensure all venues have the required collateral and tools for effective training delivery and implementation.
• Ensure all workforce and volunteers involved in fan operations delivery are fully integrated into the tournament team.
• Manage and coordinate all non-incumbent tournament time roles and staff.
• Assist in the collation of stadium dot plans and incumbent staff numbers.
• Oversee the Fan Operations workforce planning (incumbent staff, volunteers and contractors) scheduling and rostering.
• Manage any provision of numbers for workforce related items such as catering, uniforms and other required assets.
• Assist in the management of the Fan Operations Volunteers within each venue.
• Provide end to end management of associated suppliers, contractors and procurement related to the role.
• Develop and integrate the Fan Operations workforce and training project plan with the FIFA World Cup 2026 overall project plan. Identify risks, gaps and opportunities for efficiencies and proactively communicate the project status, issues & risks to the Head of Fan Operations.
• Acts as Subject Matter Expert for the development of the FAO Policies and Procedures related to workforce management and training. Responsible for the review of other key functional areas policies and procedures that impact FAO operations and ensure their policies and procedures and aligned and integrated with FAO policies and procedures.
• Be a key contributor to all and any training programmes tournament wide in relation to fan operations.

Skills, Knowledge and Expertise
Education and Qualifications

• University degree in appropriate subject (or adequate training/vocational education).
• Team player, capable of working autonomously and meeting tight deadlines.
• Solution oriented with a strong attention to detail.
• Exceptional communication and organisational skills.
• Problem solving and conflict resolution skills.
• Positive attitude, patience and persistence.
• Sound judgement and able to prioritize tasks.
• International, cross-cultural work experiences preferred.

Work Experience

• Minimum 6 years of management experience in workforce management and/or volunteer training, preferably at international sports events.
• Awareness of fan or guest services and last mile operations 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 roll out of online training programmes.
• Experience in the development and integration of operational plans.

Languages

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

Technology

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