Senior Director, Fan Operations

ABOUT FIFA WORLD CUP BOSTON 2026: FIFA World Cup™ Boston 26 (Boston 26) is the host city organizing committee leading the strategic planning and execution of the seven matches of the FIFA World Cup 26™ awarded to Boston, including the official celebratory events taking place over a 39-day period surrounding the tournament in June-July 2026. We aim to create and deliver memorable and safe experiences that promote the region.

As a non‑profit organization, we are committed to creating sustainable and positive economic and social impact for all communities. For more information, visit us at  and on Instagram @FWC
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The Senior Director of Fan Services is responsible for developing and delivering exceptional customer and fan experiences across all touchpoints within the Boston 26 area of responsibility. A critical component to the role is to work with the Safety and Security Team and qualified consultants / companies to move forward the crowd modeling requirements for safe and effective pedestrian movements. This role will also work with counterparts in the Northeast Corridor and across all other Host Cities to establish consistency for Fans to the extent possible.

This individual will develop and lead service strategies, manage fan engagement initiatives, and ensure every interaction exceeds expectations. The ideal candidate is passionate about customer service, experienced in high-volume operations, and dedicated to creating memorable experiences that build long‑term loyalty.

Location: Onsite in Foxborough, MA with frequent local travel and occasional regional travel.

Type/Term: Full‑Time, exempt, 40hrs/wk through late Summer - early Fall 2026 when the position would end.

Reports to: VP Operations

Salary Range: $140,000–$170,000

• Fan Services Plan Development:
  • Oversee the development of the Boston 26’ Fan Service plan including the integration with the relevant internal functions, external partners and agencies.
  • Develop and implement a comprehensive Fan Services strategy aligned with the organization’s mission and aligned with budgets.
  • Coordinate with other areas, such as Transportation, Workforce, Safety and Security, to ensure smooth and safe operations.
  • Develop and implement policies, procedures and programs related to Fan Services.
  • Negotiate and coordinate contracts, services and agreements.
  • Prepare and organize documents, reports, presentations, and other materials for executive meetings and presentations.
  • Coordinate working groups and meetings to support partner ambassador coordination and collaboration.
• Customer Experience Oversight:
  • Manage Fan Journey mapping, service recovery strategies, and satisfaction.
  • Oversee Fan Experience during the tournament including staff interaction, fan assistance, accessibility, and overall service delivery.
  • Develop the required protocols for escalated Fan concerns and critical service issue escalation.
  • Collaborate cross-functionally with Venue Operations, Security, Transportation and Signage teams ensuring Fan Service team is fully trained to represent critical messaging and operations.
  • Collaborating with our Operational Comms company to develop messaging protocol.
  • Work cross-functionally to integrate the customer experience strategy into operations.
  • Coordinate with Partners to develop a wide-reaching Fan Ambassador program leveraging existing volunteer workforce to amplify B26 reach and Fan messaging.
  • Work within the Boston 26’ team and partners along with the other 11 US Host Cities to establish a streamlined Fan Experience.
• Crowd Modeling / Management:
  • Support the VP of Operations in identifying and scoping any crowd modeling requirements, working with both internal and external partners such as Safety and Security, Transportation, B26 Celebration team, and Stadium to provide inputs and review of the crowd modeling analysis.
  • Collaborate with Safety and Security, Transportation, and Venue Operations to ensure seamless guest flow, staffing coverage, and operational excellence in B26 areas of responsibility.
  • Work closely with Transportation and Safety and Security to develop and deliver queuing and Last Mile plans and Fan Service…