Senior Manager, Volunteer Systems, FIFA World Cup 2026 - Miami, United States - teamworkonline

Description

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 opportunities for greater participation and engagement from fans and players in North America and all over the world. Volunteers are at the heart of FIFA events, impacting all that experience the Tournaments, and represents a critical component to the successful delivery of FIFA World Cup 2026TM. As football unites the world, the Volunteer Program provides a unique opportunity to unite and connect with individuals and communities across North America.
THE POSITION

Reporting to the Head of Volunteer Management, the Volunteer Systems Senior Manager will play a leadership role in mobilizing one united team of thousands of volunteers across North America and the 16 Host Cities.

The purpose of this role is to lead on the implementation, continued operations and maintenance of the Volunteer Management System, which underpins the mobilization and management of the Volunteer Program. The successful applicant will similarly coordinate and support the required system integrations necessary to ensure an effective and efficient World Cup journey for all volunteers. The incumbent will work across the Volunteer department in both Miami and Zurich, and applicable departments to help ensure the technology platforms deliver against contractual requirements and provide the necessary technology solutions to support critical business processes.

We are looking for an innovative experienced systems senior manager who has a track record of working on high profile projects and thrives within a dynamic and fast paced environment.

The main responsibilities of the Systems Senior Manager, Volunteer Program for the FIFA World Cup 2026 include:

• Lead the development of all volunteer system business processes, particularly in relation to the processing of volunteer candidates through the various recruitment stages of their volunteer journey through to the FIFA World Cup 2026TM.
• Coordinate and act as the volunteer department business owner in driving systems gap analysis sessions and documenting all outcomes with the Platform provider.
• Coordinate the development and delivery against required system specifications and scope of works documentation.
• Lead on the continued review and refinement of the volunteer systems functional specifications ensuring that they represent the needs of the FIFA World Cup 2026TM.
• Ensure integration across all applicable systems, managing any dependencies with the Volunteer Platform.
• Be the Volunteer Systems lead in supporting the Volunteer department in the collation and creation of all necessary system reports.
• Identify and source, system solutions to Volunteer business problems that cannot be addressed through existing system functionality.
• Act as the Volunteer lead and point of contact for all User Validation and User Acceptance Testing (UAT).
• Act as the Volunteer lead and point of contact for all integrated system simulations and readiness testing exercises.
• Develop Volunteer system training materials and conduct training of all core users on the volunteer system including Train-the-Trainer sessions.
• Train Contact Centre/shared back-office end users and other applicable staff on all systems related material.
• Monitor and report on all Volunteer system timelines in accordance with overall integrated Volunteer systems project plan.
• Manage all internal issues and change logs associated with the deployment and implementation of the Volunteer system.
• Monitor and report on any Volunteer system timeline or functionality risk and escalate as appropriate.
• Ensure timely delivery of required systems and functionality in accordance with the timeline established with system provider, and relevant FWC26 colleagues.
• Act as first point of system resolution within the Volunteer team.
• Monitor the performance and manage the administration of the Volunteer system.
• Escalate Workforce system issues via the required channels as appropriate and monitor solution through to implementation.
• Lead the promotion and advocacy of data integrity within the Volunteer system, ensuring necessary compliance and best practice.

Responsibilities of the role will likely evolve during the lifespan of the FIFA World Cup 2026TM.
YOUR PROFILE

• Bachelor's degree (or similar level of higher education) preferred but not required
• Higher Education qualification in Technology, Engineering, Project Management or related discipline is desired.
• Excellent knowledge around systems services and business processes that can realize organizational benefits, and prior working knowledge of Rosterfy is a strong advantage.
• Ability to balance priorities whilst working in a fast-moving progressive environment.
• Strong personal drive and commitment to delivery of results without loss of quality.
• High-order interpersonal and communication skills.
• Exceptional attention to detail.
• Significant experience in a similar role in a fast-paced environment.
• Strong reporting and data analytical skills including the use of complex business intelligence tools.
• Demonstrated success and experience liaising with and managing a diverse range of stakeholders.

About FWC2026

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 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.