Ticketing General Public Customer Care Manager

FIFA is hiring a Ticketing General Public Customer Care Manager to lead customer service operations for major international football events, based in Rio de Janeiro, Brazil. This fixed-term, full-time role sits within the Ticketing, Hospitality & Stadium Revenue department and reports to the Senior Manager. The position is central to how fans experience FIFA events, from the moment they contact customer care to the resolution of their issues on match days. The person in this role owns the entire customer care strategy across every channel, including contact forms, call centers, chatbots, and email. They set the direction that coordinators, specialists, and outsourced teams follow day to day. They also manage the relationship with external customer care and call center providers, from contract terms and service level agreements to performance management and renewal decisions. When service falls short, this manager makes the call on whether to renegotiate or change providers. This is a leadership position with significant scope. The manager leads the Quality Assurance team, defines training curricula and certification standards aligned with FIFA ticketing regulations, and owns the escalation governance framework. They act as the final internal escalation point before matters reach the Senior Manager. They also step into direct customer care delivery for media-sensitive escalations, VIP-adjacent complaints, or capacity gaps during peak on-sale periods and match days. FIFA is the international governing body of association football, responsible for organizing major tournaments including the FIFA World Cup. The organization operates globally, coordinating national associations across six confederations. Working at FIFA means being part of the team that delivers the world's most-watched sporting events, with millions of fans interacting with ticketing and customer care systems during each tournament cycle. Rio de Janeiro offers a vibrant working environment with a warm climate year-round. The city is known for its beaches, mountains, and cultural scene, though it also presents challenges including traffic congestion and security concerns that require awareness. The role requires relocation to Rio de Janeiro and the right to work in Brazil. Portuguese is the local language, though international event environments typically operate in English. The cost of living in Rio is moderate compared to other global cities, with housing costs varying significantly by neighborhood.