Workforce Operations Manager

  • FIFA World Cup Qatar 2022
  • Doha, Qatar
  • 11 Sep, 2020
Full time Leadership & Management Stadia & Operations

Job Description

Position summary


The Workforce Operations Manager is responsible for the implementation and delivery of the venue-based operations for the Workforce Department; including the management of the Workforce Operations venue teams. The scope will include upholding Workforce policies and procedures throughout various planning phases; spacing and material planning and working with a multitude of FAs to ensure workforce services are delivered on venue.


Key responsibilities



- Collaborate closely with the workforce-planning manager to develop and manage an integrated workforce management process and deliver a consistent workforce planning across projects and delivery entities, ensuring appropriate and optimised resources to deliver the agreed service levels.

- Identify Workforce types and define entitlements for each type

- Deliver and manage the functional and operational plans for all aspects of the Workforce Operations programme;

- Responsible for evolving the design and delivery plan of site operations for Workforce;

- Scope all physical operation spaces, overlay, technology and other equipment associated with Workforce delivery on site;

- Work with key service providers such as Catering and Transport to ensure Workforce services are planned and delivered;

- Build and maintain strong client focused relationships with all Functional Areas and work to update and confirm detailed site requirements for all areas;

- Develop and coordinate business process and procedures for WKF system requirements to support on site operations


- Develop the Workforce Operations central delivery plan as part of the Operations Centre and manage the regular reporting, attrition mitigation and management as well as contingency planning to resolve Event Time workforce issues;

- Plan and evolve the Workforce budget in coordination with Finance


Tournament Time

- Contribute to and deliver the Workforce Operations Role Specific and Operation Specific training and manage staff and volunteers on-boarding;

- Manage scheduling for the Workforce Operations Team and support the Workforce Services team in ensuring scheduling deadlines are met across all FA’s;

- Collaborate, support and motivate a large team of paid staff and volunteers who will deliver Workforce Operations on site;

- Collaborate with the wider Workforce Team on a day-to-day, operational basis.

Test events:

Support and lead delivery of Workforce Operations for events prior to the FIFA World Cup Qatar 2022, in particular: testing assumptions that can be apply to the FWC2022



  • Adapt to the needs of the role as per the Q22 evolution
  • Perform any other duties assigned by the supervisor directly related or relevant to the job
  • Ensure the assigned responsibilities are delivered:
    • to a high standard of quality and timeliness
    • in  full compliance with the Q22 Quality Policy and the Safety and Security rules and requirements in line with any standards and objectives designated in the Employee Performance Management system.


Qualifications and Experience



  • University degree
  • Master’s Degree an additional asset




  • Minimum 8  years in the areas of Event Workforce and Volunteer Management
  • Experience in major event in workforce management, logistics, with expertise in operational planning and delivery experience in large scale international sport events
  • Experience of working in the region and knowledge of local culture is a bonus
  • Understanding of external government stakeholders expected to be involved in Operations is a major asset
  • Proven ability to manage clients and relations with multiple departments




  • Excellent communications skills
  • Excellent analytical and people management skills
  • Ability to motivate others toward a common goal
  • Ability to understand the big picture and adapt accordingly
  • High attention to detail and accuracy
  • Ability to manage large and diverse teams through various phases of organisational change
  • Team player, willing to work on tight timelines and pitch in when needed
  • Positive attitude, patience and persistence
  • Proven experience in working in a database environment
  • Strong IT skills including MS Office (Excel, PowerPoint)
  • English fluency – spoken and written (required)
  • Arabic language is an advantage


FIFA World Cup Qatar 2022 skills framework


COOPERATION: Capacity to work in a team and to contribute to the accomplishment of shared objectives. Ability to share information and knowledge with colleagues at all levels (equals, superiors and subordinates), within unit and towards other units / divisions.


INCLUSIVITY: Ability to identify, construct and maintain a network of support contacts to achieve the objectives of the organisation.


ACCOUNTABILITY: Inclination to dedicate oneself to one’s responsibilities, to care about the quality and to assume the consequences of one’s own actions and/or decisions.


INNOVATION: Capacity to break new ground, look for different solutions, come up with fresh ideas. To think and act unconventionally.


TRANSPARENCY: Ability to objectively analyze one’s behavior and action, to identify shortcomings, question oneself and learn from one’s mistakes.


FLEXIBILITY: Ability to adapt to circumstances, contacts, new working methods and tools while remaining productive in different or ambiguous situations.


ANALYSIS: Ability to identify and evaluate existing or potential problems and to identify the various aspects, to detect the causes and any links between them.


PERSERVERANCE: Ability to maintain one’s commitment to an activity or project and to complete it irrespective of any obstacles.


PLANNING: Ability to foresee the need to act, to draw up a coherent and chronological plan, to establish priorities, to allocate resources, to develop a system of control, and to re-adjust the plans.