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 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.

Reporting organisationally to the Senior Customer Relationship Manager the Ticketing General Public Customer Care Manager will help serve Ticketing and Hospitality 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 planning and management of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Manager focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026™ across all the respective markets.

THE POSITION

The main responsibilities of the Ticketing General Public Customer Care Manager for the FIFA World Cup 2026™ include:

• Plan and implement effective customer care strategies and processes across all the communications channels established, including but not limited to the contact forms, call center, chatbot, emails, etc.
• Manage different outsourced customer care and/or call center service providers for the implementation and effective delivery of the services, ensuring a proper setup of all the services required.
• Ensure proper training of all the customer care staff members and the call center and customer service teams, according to the sales strategy and the FIFA ticketing requirements and regulations.
• Perform customer care (back office and onsite) whenever required.
• Plan effective communication and escalation processes and ensure his proper implementation by the different teams.
• Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible.
• Plan and implement effective processes and strategies for automated and manual case management using the respective CRM systems.
• Actively search and implement solutions to pro-actively increase the productivity of customer care and call centre agents, and maximize customer information and satisfaction.
• Pro-actively identify and report on patterns and risks, and implement processes to mitigate them.
• Ensure that all the Customer Care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
• Analyze and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems.
• Manage and train a small team in charge of performing quality assurance checks.
• Ensure an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages.

YOUR PROFILE

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 or master’s degree or equivalent in relevant area.

Work Experience
• Minimum five years of experience in leading teams, including in-house staff and external service providers
o Experience leading staff with international and different cultural backgrounds is nice to have.
• Minimum three years experience in leading Customer Care teams on sports events, including recruitment, training, and the delivery of the project.
• Minimum five years of experience in planning, managing, and conducting ticketing customer care strategies and processes for large-scale projects.
• Venue and onsite operations experience for ticketing and/or sports events.
• Communication and problem-solving skills.

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.