OPERATIONS MANAGER

Department: Legal & Compliance

Location: Miami

Description

We govern the beautiful game and ensure it's run with transparency and integrity.

Join our team in Miami and support us on our mission.

Applicants must be authorized to work in the United States.

THE POSITION

These are your key tasks:

• Have oversight of the Clearing House procedures and proactively work on the optimization of the process: support the Team Lead in the preparation of workflows and standard operating procedures.
• Resend cases to the FIFA Clearing House and follow the cases through the various stages.
• Handle cases of non-compliance with the FIFA Clearing House Regulations: investigation and assessment of cases, escalation to relevant judicial body if necessary.
• Support in the optimization of the JIRA workflow and issues’ management.
• Analyse the data provided through the relevant dashboards, identify and address issues or discrepancies.
• Implement quality control mechanisms in coordination with the Team Lead.
• Communicate with clubs and member associations regarding the status of their cases, the FIFA Clearing House framework and processes; assist the Education, Communication and Support Team in resolving queries in a timely manner through Freshdesk.
• Support the Team Lead in the review of the Helpdesk methodologies and in the preparation of relevant “canned responses” used to communicate with the stakeholders.
• Liaise with stakeholders (internal teams and external organizations) to foster an efficient process.
• Understand and develop KPIs to identify patterns and resolve bottlenecks.
• Find solutions to deal with the Operations workload in an efficient manner.
• Support in the transition to the new client portal of the FIFA Clearing House.
• Assist with the drafting of presentations, press releases and other material for project communication purposes, participating in meetings and webinars as requested.
• Support the Operations Team Lead in the definition and execution of the strategy of the Department.

YOUR PROFILE

We work hard at FIFA.
We are dedicated, ambitious and innovative.

And we respect our values. Always.

For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.

The specific competencies we require for this position are:

• Accuracy and detail orientation, combined with a pragmatic approach when solving problems.
• Autonomy and excellence, positively impacting the efficiency and quality, resulting in an optimal service to the stakeholders.
• Strong sense of responsibility and accountability.
• Critical judgement: ability to separate essential issues from side-issues.
• Self-confidence and diplomacy.
• Solution orientation and innovation skills, with great ability to embrace changes and new technologies and processes.
• Excellent communication skills, both written and oral.
• Ability to work under pressure: commitment to deliver high-quality outputs in a timely manner.
• Flexibility in variations of tasks and approaches to the tasks.
• Effectively collaborate with the team-members to achieve the shared goals.
• University degree in business management, economics, law or equivalent.
• Master’s degree in project management, business, communications or related field.
• Minimum 3-5 years of experience in stakeholder communication, case management, project management, ideally in sports or in an international environment.
• Understanding of training rewards and football transfer system, its stakeholders and its regulatory framework (including the FIFA Clearing House Regulations) is an asset.
• Fluent in English; proficiency in any other FIFA language (French and/or Spanish) required.
• Proficient in Word / PowerPoint / Excel and JIRA.
• Good knowledge and command of IT systems and tools like TMS, Power BI, and ticketing tools like Freshdesk.

PERKS & BENEFITS

The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.

Alongside that privilege, we also offer some extra perks and benefits:

Health insurance: We offer generous medical, vision, and dental insurance coverage.
Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
Retirement: We offer generous 401(k) employer contributions.
Vacation: Maintain a healthy work/life balance with a generous vacation allowance.