MANAGER VOLUNTEER SYSTEMS, VOLUNTEER PROGRAM

The FIFA World Cup 26™ 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 2026™. 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 Volunteer Systems Senior Manager, the Volunteer Systems Manager will actively participate in the design, development, and implementation of the Volunteer Management System for the FIFA World Cup 2026. The successful candidate must demonstrate exceptional attention to detail and a strong ability to solve complex problems, particularly in the context of volunteerism and database management systems. In addition to managing system integrations that are crucial for an efficient volunteer journey, the role requires collaboration across the Volunteer department to ensure that the technology platforms meet contractual requirements and support critical business processes effectively.

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

• Support the Volunteer Systems Senior Manager in ensuring all technical requirements are thoroughly addressed within the system.
• Assist in defining and refining volunteer journey requirements across all modules of the volunteer management system, including Recruitment, Assignments, Scheduling, Rostering, Training, Accreditation and Uniform Distribution, and tournament Operations.
• Develop and define the integration matrix mapping necessary for all relevant systems, ensuring seamless connectivity and data flow across platforms.
• Work closely with the volunteer team to deliver comprehensive system training, ensuring exceptional service for system users. This involves prioritizing user requests, managing deadlines, and defining essential system reports to support operational needs.
• Coordinate the development and delivery of the system to meet all required specifications. Provide ongoing problem resolution and support following the go-live date to ensure seamless system performance.
• Contribute innovative ideas to improve and optimize system workflows.
• Collaborate with Contact Centre and shared back-office end users to deliver comprehensive support on all system-related materials, ensuring efficient resolution of issues and effective use of the systems.
• Work in close collaboration with internal FIFA Functional Areas and Host Cities to help ensure the successful development, implementation and management of the Volunteer Management System.
• Identify and report system-related issues, and diligently follow up to ensure their resolution or escalate as necessary to mitigate potential impacts.
• Manage the administration of the Volunteer system, ensuring the timely delivery and implementation of required functionalities to meet project objectives and user needs.

YOUR PROFILE

Education & Qualifications
• Desired - Bachelor’s degree in Engineering, IT, Computer Science or related field.

Work Experience
• Higher Education qualification in Engineering, Information Technology, Computer Science, Project Management or related discipline is highly desired.
• Excellent knowledge around management systems services and business processes that can realize project benefits.
• Significant experience in major multi-sport or multi-location events is a strong advantage.
• Prior working knowledge of Rosterfy and / or alternative workforce and volunteer platforms with strong skills in building various system modules and automations is desired.
• Ability to work on large-scale platform structures that include multiple subdomains and to build logical actions for inheriting elements across both main and sub-accounts.
• Strong skills in using and building complex system automations that can handle multiple logical processes across several system sub-accounts.
• Prior experience in preparing business requirement documents for various system integrations, including high- and low-level design integration matrix mapping and test case scenarios.
• Strong knowledge in designing multiple permission roles across several subaccounts that meet the criteria and accommodate different responsibility levels for system admin users.
• Ability to balance priorities whilst working in a fast-moving progressive environment.
• Strong team player, adaptable to working under tight timelines, and ready to step in wherever needed to drive success, with a commitment to delivering results without compromising quality.
• Exceptional attention to detail.

Languages
• Fluent in English. Spanish and / or French proficiency is a plus

Technology
• Strong proficiency in using technology, including the Office 365 suite and industry-specific software.
• Experienced in working with various Event Management Systems and/or Volunteer Management Systems.
• Advanced knowledge of Rosterfy modules and their functionalities.
• Expertise in developing and utilizing Excel formulas and macros for data management and analysis.
• Strong skills in generating reports and creating visualizations using Power BI.