Manager, FIFA Community Customer Care, FIFA World Cup 2026

1 week ago

Miami, Florida, United States teamworkonline Full time
Reporting organisationally to the Ticketing Customer Relationship Senior Manager , the Ticketing FIFA Football Community Customer Care Manager will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026TM 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 planning and management of the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA Football Community ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders. The Customer Care Manager must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations whilst providing support to all FIFA Football Community Entities with ticketing enquiries. Focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026TM.
THE POSITION The main responsibilities of the Ticketing FIFA Football Community Customer Care Manager for the FIFA World Cup 2026TM include:
  • Plan and implement effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems)
  • Train and manage a small team, in line with the sales strategy and FIFA ticketing requirements, policies and regulations, including regular quality assurance checks
  • Perform customer care ticketing processes (back office and onsite) whenever required
  • Build, manage and maintain successful relationships with all FIFA Football Community whilst resolving all issues and enquiries
  • Manage and monitor the ticket quota and requests allocated to FIFA Football Community
  • Issue all necessary ticketing communications and be able to translate into required languages, where applicable
  • Present ticketing information and deliver training to FIFA Football Community Entities and other stakeholders both in person and online
  • Plan effective communication and escalation processes and ensure implementation within the team
  • Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible
  • Actively research and implement solutions to pro-actively increase the productivity of the group sales customer care team, and maximize customer information and satisfaction
  • Analyze and report regularly on KPIs and the effectiveness of customer care being delivered
  • Pro-actively identify and report on patterns and risks, and implement processes to mitigate them
  • Ensure that all customer care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
  • Liaise with internal and external stakeholders to ensure the relevant customer care information is available and share applicable knowledge
  • Ensure an efficient administration and archive of all versions of customer care and knowledge base, in all languages
  • Report on the implementation of sales strategy and ticketing requirements
  • Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR.
  • Any other duties that may be assigned.


YOUR PROFILE Education & Qualifications
  • Bachelor or master's degree or equivalent in relevant area.
Work Experience
  • Planning and delivery of Customer Care for corporate customers/business stakeholders (Essential)
  • Leading and managing small teams (Essential)
  • Excellent communication and relationship management (Essential)

  • Good numeracy (Essential)
  • Ticketing (Good to have)
  • International Sports Events (Good to have)
  • Venue and onsite operations experience for major sports event (Good to have)
Languages
  • Fluent in English, spoken and written (Essential)
  • Fluent, spoken and written, in any of the following: French, Spanish, German (Ideal)
Technology
  • Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project), planning software and online collaboration tools
  • CRM software for case management
  • Use of Ticketing applications and tools (good to have)

  • Specialist, Ticketing FIFA Member Associations Customer Care, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    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 FIFA World Cup 26TM will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States. This new format redefines excellence, generating unique...

  • Specialist, Ticketing FIFA Member Associations Customer Care, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    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 FIFA World Cup 26TM will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States. This new format redefines excellence, generating unique...

  • Manager, Accommodation, FIFA World Cup 2026

    1 month ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...

  • Manager, Accommodation, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...

  • Manager, Accommodation, FIFA World Cup 2026

    2 months ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...

  • Manager, Accommodation, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Head of Accommodation, the Accommodation Manager will be a key member of the FIFA26 Operational Services team, and work in close collaboration with the FIFA Zurich Project team and other key individuals responsible for delivering Accommodation efforts for the FIFA World Cup 2026 that for the first time ever, is hosting 48...

  • Specialist, FIFA Football Community Customer Care, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the Ticketing FIFA Football Community Customer Care Manager, the Ticketing FIFA Football Community Customer Care Specialist will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026TM that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be...

  • Specialist, FIFA Football Community Customer Care, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the Ticketing FIFA Football Community Customer Care Manager, the Ticketing FIFA Football Community Customer Care Specialist will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026TM that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be...

  • Manager, Travel, FIFA World Cup 2026

    2 months ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Executive Director, Operational Services, the Manager, Travel will be a key member of the FIFA26 Travel team, and work in close collaboration with FIFA Zurich key collaborators and other key individuals responsible for managing all aspects of travel logistics, arrangements, and coordination for teams, officials, and guests...

  • Manager, Travel, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Executive Director, Operational Services, the Manager, Travel will be a key member of the FIFA26 Travel team, and work in close collaboration with FIFA Zurich key collaborators and other key individuals responsible for managing all aspects of travel logistics, arrangements, and coordination for teams, officials, and guests...

  • Regional Manager, Transport Mobility, FIFA World Cup 2026

    4 days ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the Senior Manager, Transport Intergration, the Regional Manager, Transport Mobility will be a key member of the FIFA26 Transport Management team, and work in close collaboration with the Host City Transport Planners, Host City Transit Agencies, and Venue Transport Manager and other key individuals responsible for delivering the...

  • Manager, Subtitling and Audio Description, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26TM 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...

  • Manager, Subtitling and Audio Description, FIFA World Cup 2026

    1 month ago

    Miami, Florida, United States teamworkonline Full time

    At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26TM 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...

  • Manager, Environmental, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the FIFA26 USA Head of Environment, the Environmental Manager will work in close collaboration with the other members of the FIFA26 Sustainability & Human Rights team, the FIFA Sustainability & Environment Department and other key individuals to promote and ensure environmental protection throughout FIFA World Cup 2026...

  • Manager, Environmental, FIFA World Cup 2026

    2 months ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organizationally to the FIFA26 USA Head of Environment, the Environmental Manager will work in close collaboration with the other members of the FIFA26 Sustainability & Human Rights team, the FIFA Sustainability & Environment Department and other key individuals to promote and ensure environmental protection throughout FIFA World Cup 2026...

  • Manager, Stadium Dressing Cluster, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Sitting within the Operations Department (alongside Fan Operations, Venue Management, Team Services, Media Operations and Competition Management), Dressing and Signage aims to deliver the most outstanding look and feel project in event history. Reporting to the Head of Dressing and Signage with day-to-day oversight from the Senior Dressing and Signage...

  • Manager, CATV/IPTV, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Senior Telecom Manager, the CATV/IPTV Manager will be a key member of the FIFA26 Technology team, and work in close collaboration with the Technology teams based in Canada, Mexico and Zurich and other key individuals responsible for delivering the CATV and IPTV solutions required for the FIFA World Cup 2026 operations. THE...

  • Manager, CATV/IPTV, FIFA World Cup 2026

    1 month ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Senior Telecom Manager, the CATV/IPTV Manager will be a key member of the FIFA26 Technology team, and work in close collaboration with the Technology teams based in Canada, Mexico and Zurich and other key individuals responsible for delivering the CATV and IPTV solutions required for the FIFA World Cup 2026 operations. THE...

  • Senior Manager, Broadcast Operations, FIFA World Cup 2026

    4 weeks ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Director of Broadcast Production, Operations & Services, the Broadcast Operations & Services Senior Manager will be responsible for overseeing the preparation and delivery of broadcast facilities and services at stadia for the FIFA World Cup 2026 / FIFA Club World Cup 2025. Further, this role will oversee broadcast...

  • Senior Manager, Broadcast Operations, FIFA World Cup 2026

    1 month ago

    Miami, Florida, United States teamworkonline Full time

    Reporting organisationally to the Director of Broadcast Production, Operations & Services, the Broadcast Operations & Services Senior Manager will be responsible for overseeing the preparation and delivery of broadcast facilities and services at stadia for the FIFA World Cup 2026 / FIFA Club World Cup 2025. Further, this role will oversee broadcast...