Player Care Manager

MAIN PURPOSE OF JOB

Under the general direction of the Assistant GM and the Director of Soccer Operations, The Player Care Coordinator will provide support to MLS players and MLSNP players and their families with transition into the city of Portland and establishing their new lives within the community. This individual will help facilitate all day-to-day administration as it relates to player care, player onboarding and family care. This role is vital to the transition of the player as it provides them full support to concentrate solely on their profession.

This is a full-time role based in Portland, Oregon; and may involve regular domestic travel, international travel, and the ability to maintain a schedule in line with a sports team, including weekends and nights. This individual will help facilitate all day-to-day player administration in the Soccer Operations Department.

ESSENTIAL DUTIES AND RESPONSIBILITES to include the following. Other duties may be assigned.

GENERIC DUTIES

• Execute all administrative functions involving player relocation and establishment with the Club: 1st Team (MLS) and Reserve Team (MLSNP).
• Assist the Director of Soccer Operations in coordinating player appearances with players and front office staff.
• Manage off-the field players’ schedule on a daily basis.
• Manage athlete relocation in and out of market for Portland Timbers.
• Coordinate Trialists accommodations in and out of market.
• Ensure all players are compliant with MLS and HR requirements (SafeSport Training, MLS University courses).
• Coordinate and execute Player’s family events.
• Maintain healthy working relationships with all club coaches and staff.
• Be available for any special projects and special requests from the Assistant GM.
• Establish and build strong professional relationships with a wide array of individuals within the industry.
• Coordinate and manage the childcare game day staff (including payments to the babysitters).
• Assist in coordination of Community & Timbers Stand Together events and make sure all players participate in the events.
• Expansion of player relocation network and through collaboration with internal departments, current partners, and external vendors
• Develop and maintain high quality materials relating to the community and the Club to be used as materials in attracting and retaining players such as regional amenities, educational elements, housing, etc.
• Oversight of Player Relocation plan for each player and distribution of finalized “relocation plan” to key stakeholders.
• Creation of “player profiles” containing all key administrative information for all players and their families
• Ensure prompt and continuing attention to the needs of the families and partners of players.
• Ensure complete data and record management for player files.
• Clearly explain and define PTFC Relocation Process to incoming players and establish positive first Impression of club.

SPECIFIC DUTIES

• Manage the day-to-day administration of the PTFC Player Care program including:
  • Manage the MLS Player and MLSNP Player relocation.
  • Collecting and filing reimbursement documentation for players
  • Manage player on-boarding.
  • Tracking and keeping a database of relocation spend, including tracking hotel use
  • Monitoring and ensuring all players are compliant with MLS and HR requirements (SafeSport Training, MLS University courses)
  • Coordinate Trialists accommodations in and out of market.
  • Securing player and family flights, transportation, etc.
  • Securing hotel rooms
  • Assisting in lifestyle adjustments
  • Housing searches
  • Opening bank accounts
  • Obtaining social security cards
  • Cell phones, state ID, Driver’s License etc.
  • Assist Director, Soccer Operations in all immigration matters and issues.
  • Acquire necessary US and Canadian Visas, and ITCs for incoming players.
  • Help newly acquired players and their families move into market.
  • Being available for all Timbers home matches.
• Support released and traded players move out of market at completion of season.
  • When necessary, securing flights, transportation, etc.
  • Logistical support for closing out life in market including but not limited to transition of housing, moving of household goods and ending of car leases and shipping.
  • Connect with player after they are settled in new market to make sure the relocation is completed
• Organization of player and family databases and information:
  • Enter and monitor player files through “Workday” (MLS Asset Management System)
  • Creation of player files to monitor information that is pertinent to the club.
  • Communicate to Director, Soccer Operations of any relevant information that needs to be shared with coaches about players.
  • Oversee payroll, benefits, I9, W4 and MLS scheduled information.
  • Build the network and database for each player to track and assist when needed with school, housing, language/education support, vehicles.
  • Ensure all players and family members immigration status and passports are up to date and valid.
  • Overseeing and reporting on English school progress and arranging tutors if necessary.
• Match Day duties:
  • Oversee family room and match day experience for player families.
  • Manage the Family list and concessions code.
  • Request single match credentials for family members/agents in town.
  • Assist with arranging transportation for players if needed.
  • Create programming opportunities for players and their families to better integrate into the community.
  • Reinforce club culture, roles, and expectations.
• This job description is not intended to be all-inclusive, and employee will also perform other reasonably related business duties as assigned by their immediate supervisor and other management as required.

CUSTOMER FOCUS

• Oversee and manage all outward facing programs and communication of the Timbers MLS program and the Timbers MLS Next Pro and Academy programs along with the Soccer Operations staff.
• Interact with members of the public and soccer community in a positive and respectful way to protect and enhance the brand.
• Attend as necessary, events when needed to promote Timbers programs or act as a Club ambassador.

PREFERRED SKILLS

• Bachelor’s degree in Sport Management/Business, Social Work, or Hospitality preferred.
• Previous experience in other domestic leagues (USL/MLS Next Pro) or international leagues preferred.
• Bilingual candidates will take priority (English/Spanish)
• Proven history of managing players in a setting with multiple stakeholders
• Experience within a professional sport team.
• High level administrative experience within a professional team model.
• Experience working with the FIFA TMS platform and acquiring ITCs for international players preferred.
• Demonstrated ability to communicate effectively both orally and in writing.
• Proficiency in all Microsoft Office software
• Be able to work under pressure for long hours and weekends.
• Display superb organizational skills.
• Experience handling budgets and expense reports.
• Flexibility to work on evenings, weekends, and holidays.
• Be extremely diligent and meticulous.
• Support the Timbers foundation and community initiatives.
• Must manage personalities and develop professional relationships inside the office with all players and staff.
• Ongoing awareness and responsiveness to staff, players’ satisfaction.
• Ability to think quickly and be attentive to details.

SPECIAL CONDITIONS

This position is considered exempt from minimum wage and overtime pay requirements.

The Timbers organization reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.