Manager, Fan Operations

4 weeks ago

Old Toronto Ontario, CA SIRC Full time

Application Deadline Date
August 23, 2024

Job Location
Toronto

Employment Type
Employee

Expected Start Date
September 17, 2024

The employer is committed to creating an inclusive and diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability.

The employer welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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.

Reporting organizationally to the Director of Stadium and Venue Management (Canada HQ) and operationally to the Head of Fan Operations (FWC26 Miami HQ), the Manager, Fan Operations Canada, 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.

This role will be responsible for the successful implementation of the Fan Operations project in Canada as well as other projects within the Host Cities for the FIFA World Cup 2026, with the focus on the 2 World Cup Stadiums in Toronto and Vancouver.

The main responsibilities of the Manager, Fan Operations Canada for the FIFA World Cup 2026 include:

  • Ensure delivery of world class services and experience for all fans attending matches of the FIFA World Cup 2026 in Canada.
  • Coordination of the Last Mile project in Canada to ensure that all attendees have a safe, enjoyable, and efficient journey to and from the stadium.
  • Implementation and coordination with stadium partners of all mobility and accessibility services across venues as needed.
  • Be a key contributor to the overall strategy and delivery of Fan Operations across the tournament.
  • Support and assist Host Cities on fan operations delivery, act as the main point of contact for all fan operations and fan services matters within Canada.
  • Coordination, training and management of the Canada venue fan services and operations teams and assist in inclusion training and delivery.
  • Collate and maintain all deliverables relating to the provision of key services along the entire Fan Journey, identify key touch points, gaps and required improvements.
  • Assist in local procurement and manage all local suppliers. Management of local budget.
  • Assist in facilitating the roll out of the FIFA Tournament App, including the development of a tournament app training and service programme.
  • Work closely with Fan Information and source all required information for FIFA Digital assets in relation to operations and additional assets as needed.
  • Contribute to the design, ordering and alignment of all required assets, F,F & E and collateral needed within each stadium.
  • Support the management of fan operations related volunteer recruitment, training and management in Canada.
  • Contribute to the planning and delivery of official and non-official test events.

Education & 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 4 years of management experience in fan/spectator services and last mile operations for professional sports clubs and/or in the organization of major sporting and/or football events.
  • Knowledge and experience of crowd management operations for major sporting and/or football events.
  • Experience of delivering mobility services at a major sporting event.
  • Proven track record in managing complex projects, preferably international sports events.
  • Knowledge of event planning and event project management processes.
  • Experience in the development and integration of operational plans.

Languages

  • Fluent in English. French proficiency is a plus.

Technology

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

FIFA26 is a proud equal opportunity employer that is committed to diversity, equity, and inclusion and prohibits discrimination of any kind on the basis race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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