Senior Manager, Arrival & Departure System

LA28 does not provide relocation assistance. LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community. The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles’ third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles. Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place–a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors–optimism, integrity, excellence, inclusion, co-creation and boldness–and look forward to hearing about how your past experiences align with them. Senior Manager, Arrival and Departure Systems The Senior Manager, Arrivals & Departures System (ADS) leads the end-to-end configuration, integration, and operational delivery of the ADS platform for the Olympic and Paralympic Games. Reporting directly to the Director of Operations & Insights, you will ensure accurate, timely arrival/departure data for accredited stakeholders (e.g., NOCs/NPCs, IFs, Media, IOC/IPC, Marketing Partners, dignitaries, and others) and co-ordinate seamlessly with Transport, Accommodation, Accreditation, Technology, and Delivery Partners. This role is responsible for ADS platform performance and readiness; partnering with functional owners for downstream operational execution. This role is highly dynamic and evolves with the lifecycle of the Games. Key Responsibilities: ADS Platform Ownership, Integration & Release Readiness Own the ADS platform end-to-end, taking responsibility for both the front-end user interface/user experience (UI/UX) as well as the backend administrative functions, database rules, custom reporting tools, and secure data distribution pipelines. Configure, administer, and monitor performance across all events and planning phases (configuration, data collection, data management, and live operations). Act as the product owner driving change delivery: translate complex stakeholder needs into a prioritized backlog (bug fixes, enhancements, new features), define clear acceptance criteria, coordinate testing/UAT, and manage platform cutovers. Coordinate formal "go/no-go" implementation decisions, including managing the release calendar, platform freeze windows, and rollback plans. Partner with engineering, QA, DevOps, and product managers to guarantee re-quired integrations and environments are production-ready. Data Governance & Reporting Establish and enforce strict data standards, validation rules, change controls, role-based access, and audit trails. Lead data collection windows and verification workflows to ensure secure data in-gestion (online entry and bulk upload). Build operational dashboards and pre-defined reports (arrivals lists, transfer manifests, change logs) to inform daily operations and readiness reviews. Maintain security, privacy, and compliance controls for participant data; operate formal risk registers and escalation paths. Translate complex raw datasets into easily digestible operational dashboards, pre-defined executive reports, heat maps, and transfer manifests. Stakeholder Services Enablement Serve as the primary ADS point of contact for Responsible Organizations (ROs) and Delivery Partners. Work in a dotted-line capacity guiding and collaborating with the O&I Planning Team for the design, execution, and deployment of training materials, help re-sources, FAQs, and support resources. Define and run the ADS helpdesk support model, managing intake, triage, and resolution communication. Operational Planning & Games-Time Delivery Translate ADS outputs into integrated operational plans with Transport, Accommodation, Accreditation, and venue teams. Enable Port(s) of Entry operations (air and other modes): align system outputs to arrival/departure plans, maintain day-by-day operating plans, and convene work-ing groups with Transport, Logistics, and Security. Lead operational readiness exercises, table-top scenarios, and contingency plans for peak periods. Run Games-time daily rhythms for issue triage, service recovery, and operational escalations. Team Leadership & Performance Build, mentor, and command a high-performing technical and operational team. Start hands-on with product, engineering, and implementation partners to deliver early system releases. Scale and manage a team FTEs, Contractors and Volunteers, setting priorities, coaching for outcomes, and ensuring strict performance standards. Governance, Risk & Compliance Maintain security, privacy, and compliance controls for participant data. Operate formal risk registers, mitigations, and escalation paths, report status and recommendations to the Head of AND. Contribute to post Games lessons learned and legacy planning. Background & Requirements: 7+ years of experience leading complex technical systems and implementations, ide-ally within software technology, professional services, large-scale programs, or multi-stakeholder environments. Bachelor's degree or equivalent practical experience in information systems, business, engineering, or a related field. Familiarity with privacy/security standards and experience supporting multi-stakeholder international events, aviation, transport, rail, or logistics systems is a strong plus. Demonstrated success owning software/platform backlogs (managing bugs, enhancements, and feature requests) and driving prioritization, scope, and delivery outcomes. Strong release readiness and change delivery experience, including requirement specifications, testing/UAT, cutover planning, go/no-go governance, and post-re-lease monitoring. Proven ability to partner with product managers, engineers, QA/DevOps, and third-party implementation and consulting partners (e.g., Deloitte), including tracking Statements of Work (SOW), governance cadences, and engineering triage escalations. Proficiency with dashboards and reporting; comfort using data quality metrics and operational insights to drive decisions and readiness reviews. Experience developing readiness gates, tabletop exercises, and operational rehearsals; able to translate system outputs into executable operational plans for peak arrival/departure periods. Working knowledge of planning, project, and service management tools (e.g., MS Project, Jira/Confluence, ServiceNow) and strong discipline around documentation, runbooks, and change logs. Working knowledge of planning and service management tools (e.g., MS Project, Jira/Confluence, ServiceNow or similar) and strong discipline around documentation, runbooks, and change logs. Hands-on expertise with industry-standard data visualization and BI tools (such as Tableau, Power BI, or similar) with a proven track record of translating complex database structures into clear operational dashboards, reports, and heat maps. Deep experience in customer experience management, customer service/success, and enterprise product helpdesk workflows. Expectations: Systems thinking and operational rigor; comfortable operating in ambiguous, fast-moving environments. High bar for data accuracy, integrity, and insight-driven action; bias for simplification and repeatable processes. Stakeholder empathy and service excellence; able to build trust with global partners and internal teams. Clear communication at all levels, including executive-ready status updates and decision framing; strong facilitation and training delivery. Resilience, adaptability, and calm under pressure; strong documentation habits (runbooks, change logs) and a continuous improvement mindset. Evolutionary People Leadership: A seasoned leader who can seamlessly shift from an individual, technical system owner during Phase 1 to a highly effective people manager capable of leading a massive hybrid team during Phase 2. Systems Thinking & Tech-to-Ops Translation: Strong technical acumen combined with a deep understanding of customer success, software triage, and data-driven project management. The annual base salary range for this position is $105,000 - $140,000. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law. LA28 does not provide relocation assistance. LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.