Senior Manager, Guest Operations

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 Operational Services, the Guest Operations Senior Manager will be a key member of the FIFA26 Guest Operations team, and work in close collaboration with the Operational Services team and other key individuals responsible for delivering the implementation strategy, tools, and operational plans for seamless provision of integrated event services (e.g., travel, transport, accommodation, hospitality) to FIFA guest groups.

THE POSITION

The main responsibilities and oversights of the Guest Operations Senior Manager for the FIFA World Cup 2026™ include:  

• Lead teams in each respective workstream including Stadium Operations, VIP Hotels, Leisure Program, Protocol, and Guest Management as well as providing critical support with the overall department
• Budget development and monitoring throughout the life cycle of the project for each respective workstream
• Setting up working groups for a fully integrated guest experience development process ensuring consistent quality levels and seamless provision of all guest related services putting the VIP/VVIP’s needs in the center of attention 
• Identifying key principles and establishing of scalable event concepts built around the VIP/VVIP lounges at stadiums and VIP hotels including FIFA Club, ancillary meetings, entertainment programs 
• Creating visual identity and creative branding concepts enhancing a customized, memorable, and unique look & feel 
• Developing and coordinating holistic hospitality concepts combining decoration with an innovative and high-quality food & beverage concept
• Performing research, analysis, benchmarking and consultations to establish Guest Experience and Hospitality production plans 
• Defining processes, parameters, and requirements in relation to concepts, timelines, policies, responsibilities and operational workflows 
• Support in development of RFPs for a variety of service providers including document development and bidder analysis
• Negotiating with venue owners (e.g., restaurant, hotel) and contract management
• Developing and delivering training to Guest Experience and Hospitality service staff involved in the respective event  
• Defining KPIs, processes, service levels, parameters, and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows  
• Defining the project plan and timelines, keeping the project within the defined objectives, ensuring  
• Drafting accurate and timely progress reports for the line manager 
• Attending site visits and inspections 
• Responsible for a successful transfer of knowledge and debriefing within the own area by following the set organizational guidelines 

YOUR PROFILE

FIFA World Cup 2026 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 break new ground, look for unconventional solutions, and produce fresh ideas.
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. Education & Qualifications:

• Bachelor’s degree in a related field (Business administration, Leadership, entrepreneurship)
• Postgraduate Education focusing on International Organizations or Sport Management preferred, but not required
• Willingness to work outside core working hours (online workshops accommodating different time zones) 
• Willingness to travel 

Work Experience:

• 5-7 years experienced in planning and leading in a guest-related service environment 
• Relevant work experience in guest operations and event services, including stadium operations  and hospitality management; knowledge of its respective methodologies, planning and controlling tools  
• Extensive experience of managing end-to-end V/VIP hospitality programs at major sporting events 
• Ideally experience within a sport/event organization or in a mega project, preferably a world class sport event 

Languages:

• Fluent in English. French proficiency is a plus

Technology:

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

About FWC2026

The FIFA World Cup 26™ 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 opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.