Operations Manager - FIFA World Cup 26™

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Company Overview: On Location is a global leader in premium experiential hospitality, delivering ticketing, curated guest experiences, live event production, and travel management across various sectors, including sports, entertainment, fashion, and culture. Our company offers unparalleled access to marquee events such as the Olympic and Paralympic Games, Super Bowl, NCAA Final Four, and the FIFA World Cup, among others. As an official partner and/or service provider to over 150 iconic rights holders, including the IOC, FIFA, NFL, NCAA, UFC, and PGA of America, On Location is committed to creating unforgettable experiences. We are a subsidiary of Endeavor, a global entertainment, sports, and content company.

Role Overview: As the Operations Manager for the FIFA World Cup, you will play a pivotal role in ensuring the seamless execution of our guest services. You’ll work closely with our third-party Business Process Outsourcer (BPO) and collaborate with FIFA to uphold the highest standards of service excellence. Your responsibilities will encompass everything from managing day-to-day operations to establishing quality assurance standards, ensuring that every guest interaction reflects our commitment to exceptional service.

Key Responsibilities:

• Guest Services Policy Development: Assist the Director of Guest Services in developing policies that align with both FIFA World Cup and On Location standards.

• BPO Management: Oversee the day-to-day operations managed by our third-party call center BPO, ensuring they meet KPIs and maintain order accuracy.

• Quality Assurance: Collaborate with internal QA teams and FIFA to establish and uphold rigorous quality assurance standards.

• Escalation Management: Act as the primary escalation point for the BPO, addressing any guest concerns and providing direct support as needed.

• Knowledgebase Management: Ensure the content, accuracy, and consistency of the Guest Service information knowledgebase.

• Team Engagement: Work with the Director of Guest Services to create an environment that motivates BPO employees to deliver exceptional guest experiences.

• Service Quality Improvement: Collaborate with leadership and the Quality and Training teams to achieve service quality KPIs and provide coaching to customer service team members.

• Issue Resolution: Coordinate with other departments to resolve customer/guest issues efficiently.

• Forecasting & Scheduling: Generate call forecasts and schedules to ensure optimal service delivery.

• Cross-Department Collaboration: Work closely with various departments within On Location and our partners to deliver a seamless guest experience.

Qualifications:

• Education & Experience: Bachelor’s degree in business, hospitality, or a related field, or equivalent work experience. A minimum of 5 years in a call center or customer service environment, with a solid understanding of BPO operations.

Skills & Abilities:

• Strong commitment to delivering exceptional guest services for the FIFA World Cup.

• Professional communication skills, both verbal and written.

• Ability to resolve guest service issues with sound judgment.

• Proficiency in using or quickly learning relevant tools and technology.

• Adaptability and flexibility in a fast-paced, changing environment.

• Strong interpersonal and team collaboration skills.

• Excellent organizational and project management abilities.

• Analytical mindset with a focus on improving service quality.

• Experience in the travel or hospitality industry is preferred.

 Travel Requirements: 

  Must be willing to travel internationally and work extended hours during nights, weekends, and holidays. A valid passport is required.

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Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.