Role description

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 USA.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.
Organisationally, the Head of Guest Operations will report to the Executive Director of Operational Services and will be responsible for overseeing and managing the holistic guest operations and management concept in the seamless provision of services to all V/VIP guest groups at the FIFA World Cup 2026™. Additionally, this role will oversee a range of responsibilities, including the strategic development of operational policies and procedures for Guest Operations.The main responsibilities of the Head of Guest Operations for the FIFA World Cup 2026™ include:

Act as 'center of competence' on any relevant strategical developments in the event industry for Guest Operations and act as a true role model in representing the department internally and towards external partners
Lead team(s) of guest management professionals across three countries with the aim of providing upscale and memorable guest experiences during the FIFA World Cup 2026™.
Develop and lead a strategic hosting and hospitality strategy for the FIFA World Cup 2026™ which will encompass matches and events in 16 different host cities in the USA, Canada and Mexico.
Lead in a fast-paced environment; developing staff plans and team structures.
Conduct mapping out of end-to-end V/VIP guest journeys and define services implementation at each touch point
Lead Site Operations Plan (SOP) development for all V/VIP sites
Oversee the concept, development, and execution of the V/VIP side events leisure programme at the FIFA World Cup 2026™ while managing the integration of both existing and bespoke events over the course of the tournament
Work closely with all site owners (e.g. stadiums, airports, train stations, venues) and external suppliers to plan and accommodate for guests with special requirements
Oversee creation and establishment of policies and procedures and where relevant ensuring compliance of company policy with national policy for heads of state and government officials
Formulate the annual budget and ensure the periodic review of these operational elements