Transport Client Services 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.
The Transport Client Services Manager role exists both tactical (pre-Tournament) and operationally (Tournament time) — shifting from planning & relationship management to execution & issue resolution.
The Transport Client Service Manager is responsible for leading the planning, coordination, and delivery of transport services for designated client groups during FWWC2027. Acting as the primary liaison between the Transport Functional Area and key stakeholders (such as FIFA Constituent Groups including; Teams, Referees, FIFA Senior Officials, Delegates and Guests, Workforce, Media & Broadcast and Commercial Affiliates), the role ensures that client transport requirements are accurately captured, planned, and operationally delivered in alignment with the FIFA Transport Operating Concept.
During the pre-Tournament phase, the Manager oversees client engagement, gathers and validates detailed mobility requirements, and translates these into Service Level Agreements (SLAs). The role is responsible for delivering the Detailed Service Level Agreements (DSLAs) according to agreed timelines and to gain the necessary agreements and approvals and to deliver that the role works cross-functionally with fleet planning, Venue and Arrivals and Departures Teams to ensure feasibility, readiness, and service alignment. The position also contributes to test events, readiness exercises, and data accuracy.
During Tournament -time, the Transport Client Service Manager becomes the operational lead for assigned client groups, monitoring service performance, managing daily communications, resolving issues in real time, and coordinating adjustments from the Transport Operations Center. The role is accountable for maintaining service reliability, managing escalations, and ensuring a high level of client satisfaction in a fast-paced, high-pressure environment.
In addition to the above the role will provide support for the following Event Transport sub-projects planning and implementation:
- Developing Transport policies, procedures, Operational Plan and reports.
- To build, train and motivate the Client Services team of paid staff and volunteers for the duration of the FWWC2027 Tournament.
The successful candidate is expected to be a self-starter and multitasker who works well under pressure, can lead and manage a team and delivers to strict timelines.
KEY RESPONSIBILITIES
- Recruit, manage and lead a team of Client Service.
- Coordinate the transport and arrivals and departures service planning for each client group as named above to ensure the correct services, in accordance with FIFA service levels are planned for each client group to ensure the overall success of the tournament.
- Liaison, in coordination with other transport Stakeholders, with all transport mode suppliers including bus, fleet and public transport and other key functional areas to develop the services.
- Direct the delivery of the Detailed Service Level Agreements (DSLAs), per client group. Ensure all agreements and necessary approvals are gained with client owners, transport service delivery functions both internal to FWWC2027 and external partners / suppliers and FIFA.
- Lead the client services team to ensure all client service level planning is integrated with other key FWWC2027 functional areas at site and venue level including all stadiums and non-competition sites.
- Lead on ensuring the DSLAs are fully integrated with all concerned stakeholders.
- Work closely with other transport team members (Bus, Fleet and Venues) to ensure the most efficient services are planned and delivered for each client group in line with agreed budgets.
- Always with the aim of delivering the best client experience and optimising efficiencies where possible.
- Lead on the delivery of all clients related information, communications and presentations at key client meetings plus any client transport guides/information and other related documents, both electronic and published.
- Lead on the planning, staffing and management of VIP and FIFA hotels operations including planning of all resources and the recruitment and training of transport desk staff.
- Support delivery of Transport for all test events prior to the FWWC2027.
- Work with Senior Transport Management team to prepare risk analysis and develop mitigation strategies for each client group.
- Act as the primary transport liaison for assigned client groups, maintaining daily engagement and providing operational updates.
- Monitor transport service performance (fleet allocation, on-time performance, demand vs. capacity) and initiate real-time adjustments as required.
- Manage and resolve operational issues, delays, last-minute schedule changes, and escalations affecting client transport services.
- Oversee major peak movements, including arrivals, departures, and high-profile competition or ceremony transport waves.
- Provide daily reporting on service levels, incidents, and client feedback, ensuring transparency and continuous operational improvement.
- Safeguard client satisfaction while ensuring services remain aligned with approved entitlements
- and operational constraints.
Qualifications:
- Education – Bachelor’s Degree in Transport/Logistics/Civil Engineering/Project management/Event Management or a combination of education and experience relating to position. Master’s Degree is an additional asset.
- Minimum of eight (8) years of event transport experience in international major events in at least two (2) world-class sport/football events. E.g. FIFA World Cup/Olympic Games/Expo. Experience should include solid experience in multiple aspects of event transport operations and project management.
- Minimum of five (5) years of management experience in a similar role within an organising committee leading large teams to deliver a time critical project.
- Proven experience of successfully managing and delivering transport projects of a similar size and scale.
- Proven experience of managing fleet services and operations projects of a similar size and scale.
- Experience working with public and private sector partners in a collaborative environment and ability to build strong partnerships.
Skills:
- Advanced knowledge of administration and management principles.
- Advanced knowledge of teams’ leadership, business process management.
- Advanced communication, interpersonal and negotiation skills, the ability to influence others and manage relationships.
- Ability to design, implement and operate a transport system in the Brazilian event environment.
- Knowledge of Event Transportation technical operating processes and activities.
- Ability to motivate others toward a common goal and manage a multidisciplinary team through conflicting priorities and continuous change requests.
- Ability to work and communicate in a corporate and project focused organisation.
- Proven project management skills within a complex project.
- Strong analytical and organisation skills.
- Strong IT skills; familiarity and comfort with MS Office (especially MS Excel, PowerPoint, Word)
- Proven solution orientated decision-making skills.
- Ability to work under pressure to immoveable deadlines.
Requirements:
- Must have legal right to work in Brazil.
- Ability to relocate and work from Rio de Janeiro
- Required language skills: fluent in English and Portuguese is mandatory, fluent in Spanish is a big plus.
Please submit your CV in English, as it will be reviewed by an international team.
The Transport Client Services Manager role exists both tactical (pre-Tournament) and operationally (Tournament time) — shifting from planning & relationship management to execution & issue resolution.
The Transport Client Service Manager is responsible for leading the planning, coordination, and delivery of transport services for designated client groups during FWWC2027. Acting as the primary liaison between the Transport Functional Area and key stakeholders (such as FIFA Constituent Groups including; Teams, Referees, FIFA Senior Officials, Delegates and Guests, Workforce, Media & Broadcast and Commercial Affiliates), the role ensures that client transport requirements are accurately captured, planned, and operationally delivered in alignment with the FIFA Transport Operating Concept.
During the pre-Tournament phase, the Manager oversees client engagement, gathers and validates detailed mobility requirements, and translates these into Service Level Agreements (SLAs). The role is responsible for delivering the Detailed Service Level Agreements (DSLAs) according to agreed timelines and to gain the necessary agreements and approvals and to deliver that the role works cross-functionally with fleet planning, Venue and Arrivals and Departures Teams to ensure feasibility, readiness, and service alignment. The position also contributes to test events, readiness exercises, and data accuracy.
During Tournament -time, the Transport Client Service Manager becomes the operational lead for assigned client groups, monitoring service performance, managing daily communications, resolving issues in real time, and coordinating adjustments from the Transport Operations Center. The role is accountable for maintaining service reliability, managing escalations, and ensuring a high level of client satisfaction in a fast-paced, high-pressure environment.
In addition to the above the role will provide support for the following Event Transport sub-projects planning and implementation:
- Developing Transport policies, procedures, Operational Plan and reports.
- To build, train and motivate the Client Services team of paid staff and volunteers for the duration of the FWWC2027 Tournament.
The successful candidate is expected to be a self-starter and multitasker who works well under pressure, can lead and manage a team and delivers to strict timelines.
KEY RESPONSIBILITIES
- Recruit, manage and lead a team of Client Service.
- Coordinate the transport and arrivals and departures service planning for each client group as named above to ensure the correct services, in accordance with FIFA service levels are planned for each client group to ensure the overall success of the tournament.
- Liaison, in coordination with other transport Stakeholders, with all transport mode suppliers including bus, fleet and public transport and other key functional areas to develop the services.
- Direct the delivery of the Detailed Service Level Agreements (DSLAs), per client group. Ensure all agreements and necessary approvals are gained with client owners, transport service delivery functions both internal to FWWC2027 and external partners / suppliers and FIFA.
- Lead the client services team to ensure all client service level planning is integrated with other key FWWC2027 functional areas at site and venue level including all stadiums and non-competition sites.
- Lead on ensuring the DSLAs are fully integrated with all concerned stakeholders.
- Work closely with other transport team members (Bus, Fleet and Venues) to ensure the most efficient services are planned and delivered for each client group in line with agreed budgets.
- Always with the aim of delivering the best client experience and optimising efficiencies where possible.
- Lead on the delivery of all clients related information, communications and presentations at key client meetings plus any client transport guides/information and other related documents, both electronic and published.
- Lead on the planning, staffing and management of VIP and FIFA hotels operations including planning of all resources and the recruitment and training of transport desk staff.
- Support delivery of Transport for all test events prior to the FWWC2027.
- Work with Senior Transport Management team to prepare risk analysis and develop mitigation strategies for each client group.
- Act as the primary transport liaison for assigned client groups, maintaining daily engagement and providing operational updates.
- Monitor transport service performance (fleet allocation, on-time performance, demand vs. capacity) and initiate real-time adjustments as required.
- Manage and resolve operational issues, delays, last-minute schedule changes, and escalations affecting client transport services.
- Oversee major peak movements, including arrivals, departures, and high-profile competition or ceremony transport waves.
- Provide daily reporting on service levels, incidents, and client feedback, ensuring transparency and continuous operational improvement.
- Safeguard client satisfaction while ensuring services remain aligned with approved entitlements
- and operational constraints.
Qualifications:
- Education – Bachelor’s Degree in Transport/Logistics/Civil Engineering/Project management/Event Management or a combination of education and experience relating to position. Master’s Degree is an additional asset.
- Minimum of eight (8) years of event transport experience in international major events in at least two (2) world-class sport/football events. E.g. FIFA World Cup/Olympic Games/Expo. Experience should include solid experience in multiple aspects of event transport operations and project management.
- Minimum of five (5) years of management experience in a similar role within an organising committee leading large teams to deliver a time critical project.
- Proven experience of successfully managing and delivering transport projects of a similar size and scale.
- Proven experience of managing fleet services and operations projects of a similar size and scale.
- Experience working with public and private sector partners in a collaborative environment and ability to build strong partnerships.
Skills:
- Advanced knowledge of administration and management principles.
- Advanced knowledge of teams’ leadership, business process management.
- Advanced communication, interpersonal and negotiation skills, the ability to influence others and manage relationships.
- Ability to design, implement and operate a transport system in the Brazilian event environment.
- Knowledge of Event Transportation technical operating processes and activities.
- Ability to motivate others toward a common goal and manage a multidisciplinary team through conflicting priorities and continuous change requests.
- Ability to work and communicate in a corporate and project focused organisation.
- Proven project management skills within a complex project.
- Strong analytical and organisation skills.
- Strong IT skills; familiarity and comfort with MS Office (especially MS Excel, PowerPoint, Word)
- Proven solution orientated decision-making skills.
- Ability to work under pressure to immoveable deadlines.
Requirements:
- Must have legal right to work in Brazil.
- Ability to relocate and work from Rio de Janeiro
- Required language skills: fluent in English and Portuguese is mandatory, fluent in Spanish is a big plus.