Ticketing General Public Customer Care Manager
FIFA
2 hours ago
Full-time
On-site
Brazil, Rio de Janeiro
FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that for the first time ever, is hosted in South America in Brazil. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Please submit your CV in English, as it will be reviewed by an international team.
Reporting to the Ticketing Customer Relationship Senior Manager, the Ticketing General Public Customer Care Manager owns the design, implementation and performance of the customer care strategy for General Public ticket buyers across the FIFA Women's World Cup 2027™ ticketing and hospitality operation.
The role translates FIFA's ticketing requirements and the tournament's sales strategy into a working service model (service levels, escalation paths, vendor standards) and leads the resources responsible for delivering it. Given the tournament's international buyer base, the role carries direct accountability for service quality to overseas clients, including language coverage, time-zone alignment and cross-border payment and fraud edge cases.
- Define and own the customer care strategy and operating model across every channel (contact forms, call center, chatbot, email, and any added over time), setting the direction that Coordinators, Specialists and outsourced teams execute day to day.
- Own the end-to-end relationship with outsourced customer care and call center providers — contract terms and SLAs, onboarding and setup, ongoing performance management, and renewal or renegotiation decisions when service falls short.
- Define the training curriculum and certification standards for customer care and call center staff, aligned to the sales strategy and FIFA ticketing regulations, and hold providers and team leads accountable for delivery quality and pass rates.
- Step into direct customer care delivery (back office and onsite) only for cases requiring Manager-level authority — media-sensitive escalations, VIP-adjacent complaints surfacing through the General Public channel, or capacity gaps during peak on-sale periods and match days.
- Design and own the escalation governance framework across channels and teams, and act as the final internal escalation point before matters reach the Senior Manager.
- Set the quality control framework and standards and own the corrective-action decisions when the QA team flags deviations from service requirements.
- Own the case management strategy inside the CRM — workflow design, automation rules, and the logic for what's handled automatically versus manually — partnering with the CRM/Digital team on system configuration.
- Build the business case for, and drive adoption of, productivity and satisfaction improvements — tooling, process redesign, agent enablement — across customer care and call center operations.
- Identify and report patterns and risks to the Senior Manager and relevant FIFA stakeholders, own the mitigation processes, and escalate anything beyond the team's authority to resolve.
- Act as Customer Care's point of accountability toward FIFA functional areas (Legal, Sustainability, Data Protection, Finance, etc.), translating their requirements into operational process and owning any compliance gaps that surface.
- Define the KPI framework for customer care and call center performance, and use CRM and other systems' output to make staffing, resourcing and vendor-performance decisions — reporting outcomes to the Senior Manager.
- Lead the Quality Assurance team: set methodology and standards, and use QA findings to drive corrective action across the wider operation, in-house and outsourced.
- Own the governance model for the multilingual customer care knowledge base — standards, versioning, ownership — with day-to-day administration executed by the team.
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, 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 calculate 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 or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- Minimum five years experience in leading large teams, including in-house staff and external service providers, with international and different cultural backgrounds under the same goal.
- Minimum three years experience in leading Ticketing Customer Care teams on major international sports events, including recruitment, training, and the delivery of the project.
- Planning, managing, and conducting ticketing customer care strategies and processes for world-scale projects, experience in International Sports Events, including previous FIFA World Cups.
- Venue and onsite operations experience for ticketing and/or Sport Events.
- Experience in similar role during previous FIFA World Cups.
- Team-leading skills, able to lead multicultural teams.
- Communication and problem-solving skills.
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases.
Certifications & Requirements
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil
Please submit your CV in English, as it will be reviewed by an international team.
Reporting to the Ticketing Customer Relationship Senior Manager, the Ticketing General Public Customer Care Manager owns the design, implementation and performance of the customer care strategy for General Public ticket buyers across the FIFA Women's World Cup 2027™ ticketing and hospitality operation.
The role translates FIFA's ticketing requirements and the tournament's sales strategy into a working service model (service levels, escalation paths, vendor standards) and leads the resources responsible for delivering it. Given the tournament's international buyer base, the role carries direct accountability for service quality to overseas clients, including language coverage, time-zone alignment and cross-border payment and fraud edge cases.
- Define and own the customer care strategy and operating model across every channel (contact forms, call center, chatbot, email, and any added over time), setting the direction that Coordinators, Specialists and outsourced teams execute day to day.
- Own the end-to-end relationship with outsourced customer care and call center providers — contract terms and SLAs, onboarding and setup, ongoing performance management, and renewal or renegotiation decisions when service falls short.
- Define the training curriculum and certification standards for customer care and call center staff, aligned to the sales strategy and FIFA ticketing regulations, and hold providers and team leads accountable for delivery quality and pass rates.
- Step into direct customer care delivery (back office and onsite) only for cases requiring Manager-level authority — media-sensitive escalations, VIP-adjacent complaints surfacing through the General Public channel, or capacity gaps during peak on-sale periods and match days.
- Design and own the escalation governance framework across channels and teams, and act as the final internal escalation point before matters reach the Senior Manager.
- Set the quality control framework and standards and own the corrective-action decisions when the QA team flags deviations from service requirements.
- Own the case management strategy inside the CRM — workflow design, automation rules, and the logic for what's handled automatically versus manually — partnering with the CRM/Digital team on system configuration.
- Build the business case for, and drive adoption of, productivity and satisfaction improvements — tooling, process redesign, agent enablement — across customer care and call center operations.
- Identify and report patterns and risks to the Senior Manager and relevant FIFA stakeholders, own the mitigation processes, and escalate anything beyond the team's authority to resolve.
- Act as Customer Care's point of accountability toward FIFA functional areas (Legal, Sustainability, Data Protection, Finance, etc.), translating their requirements into operational process and owning any compliance gaps that surface.
- Define the KPI framework for customer care and call center performance, and use CRM and other systems' output to make staffing, resourcing and vendor-performance decisions — reporting outcomes to the Senior Manager.
- Lead the Quality Assurance team: set methodology and standards, and use QA findings to drive corrective action across the wider operation, in-house and outsourced.
- Own the governance model for the multilingual customer care knowledge base — standards, versioning, ownership — with day-to-day administration executed by the team.
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, 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 calculate 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 or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- Minimum five years experience in leading large teams, including in-house staff and external service providers, with international and different cultural backgrounds under the same goal.
- Minimum three years experience in leading Ticketing Customer Care teams on major international sports events, including recruitment, training, and the delivery of the project.
- Planning, managing, and conducting ticketing customer care strategies and processes for world-scale projects, experience in International Sports Events, including previous FIFA World Cups.
- Venue and onsite operations experience for ticketing and/or Sport Events.
- Experience in similar role during previous FIFA World Cups.
- Team-leading skills, able to lead multicultural teams.
- Communication and problem-solving skills.
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases.
Certifications & Requirements
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil