Manager, Athlete Services - World Championship

Description

The IRONMAN Group operates a global portfolio of events that includes the IRONMAN® Triathlon Series, the IRONMAN® 70.3® Triathlon Series, 5150™ Triathlon Series, the Rock ‘n’ Roll® Running Series, IRONKIDS®, World Triathlon Championship Series, Epic Series™ mountain bike races including the Absa Cape Epic®, road cycling events including UTMB®, and other multisport races.

The IRONMAN Group is the largest operator of mass participation sports in the world and provides more than a million participants annually with the benefits of endurance sports through the company’s vast offerings. Since the inception of the iconic IRONMAN® brand and its first event in 1978, athletes have proven that ANYTHING IS POSSIBLE® by crossing finish lines around the world. Beginning as a single race, The IRONMAN Group has grown to become a global sensation with hundreds of events across 55 countries. For more information about The IRONMAN Group visit: www.ironman.com. 

At The IRONMAN Group, our mission is to celebrate the power of the human spirit, fulfill dreams and uplift communities by organizing world-class events and extraordinary VIP athletic experiences, globally. We accomplish this through our amazing staff across the globe who are committed to our core values - Heart, Excellence, Ambition, Respect and Teamwork (HEART).

General Summary 

As a member of the World Championship Team, ensure that the highest level of service is provided at the World Championship Events and IRONMAN 70.3 Hawai`i. Assist in all race operations as necessary ensuring the smooth functioning of the event working with the World Championship Region, including staff, partners and volunteers.  Be an ambassador of IRONMAN at all times.

Principal Duties and Responsibilities Essential Functions:

Athlete Services Management  

• Manage World Championship Athlete Services team including Athlete Services Coordinator and Regional Teams to handle all athlete inquiries via email, phone and in person at events, as well as pre and post events
• Step in to assist Athlete Service Coordinators with athlete inquires for specific events on an as-needed basis
• Overall D365 inbox management ensuring that all inquiries are being addressed in timely fashion according to standards and in a professional manner 
• Reporting – provide weekly updates to Director of Athlete Services & Qualification Management including but not limited to the following: 1) D365 inbox status, 2)Registration reports – World Championship Events
• Take action to resolve any complaints, issues or problems. Athlete Services Manager is the first level of escalation should an athlete look to speak with someone beyond the Athlete Services Coordinator 
• Ensure Athlete Services staff’s knowledge and compliance with WTC rules and policies
• Send updates regarding company news, team announcements, policy changes, etc… 
• Train Athlete Services Coordinators on all aspects of athlete check-in including packet and bag stuffing 
• Train staff of Athlete Services Coordinators as it pertains to onsite registration and training of associated volunteer staff. Ensure onsite registrants receive correct information and are registered in a timely manner
• Provide support and guidance to the Athlete Services Coordinator to ensure an efficient check-in process
• Work directly with Director of Athlete Services & Qualification Management on the completion of all post-race accounting forms and provide support with invoice processing to ensure payments are submitted in a timely manner
• Develop Athlete Services staffing schedules for all World Championship Events
• Develop an onsite registration schedule and shipping schedule for iPads and/or laptops.
• Manage all ordering and delivery of all onsite registration materials.
• Athlete Services Manager will assist at all WC events to ensure proper training and implementation of processes from Coordinators. 
• Act as a liaison between event and Event Photographer to provide accurate breakdown of all event photo purchases prior to the event. 
• Travel to all World Championship events to assist Regional Athlete Services staff onsite with the execution of Athlete Check-In and event implementation.

Registration Management 

• Responsible for creating, managing and updating event listings within the registration platform for all World Championship Region Events 
• Assisting with all online event activations and launches
• Work closely with Director of Athlete Services & Qualification Management on category capacities and pricing
• Ensure correct pricing is posted and implemented on an event-by-event basis as per regional reporting requirements
• Manage relationship with USAT and ensure all event listings meet necessary requirements and post-race follow-up is done in a timely fashion
• Work directly with Race Directors and Event Managers to ensure all race specific information is including in the event listing prior to launch
• Work directly with VP of Event Services to ensure all charity and partner inclusions and opt-ins are met in the event listings
• Create reports and statistics for various departments on an as-needed basis
• Manage overall athlete entry fee refund requests: Ensure proper tracking for Accounts Payable, Follow-up with Accounts Payable to ensure timely processing of refunds, Maintain communication with athletes to resolve all pending refunds
• Continuous evaluation and development of athlete operations, procedures and communication to ensure the highest standard of service is provided to our customer

World Championship Event Specific Management

• Manage World Championship Events special programs including but not limited to:
• Physically Challenged Open Exhibition Drawing
• Hawaii Resident Drawing
• IRONMAN Kona Legacy Program
• Manage Athlete Services Coordinators on Registration, Volunteer Management and Athlete Check-In for the following Side Events: Ho`ala Training Swim, IRONKIDS, Fun Run
• Support Director of Athlete Services with World Championship qualifications and Pro Services as needed. 
• Manage Registration and Attrition sheets for World Championship events to ensure ordering of proper quantities of athlete registration items and non-retail merchandise items
• Manage ordering and distribution of World Championship qualifying coins
• World Championship Events Athlete Services Supplies Management
• Manage ordering process for all Athlete Services registration and non-retail merchandise items
• Work with Race Directors, Event Managers and Director of Athlete Services & Qualification Management on all Athlete Services supplies orders: Management of purchase order process, Tracking of all athlete services orders
• Assist Volunteer Directors with operational needs and coordination as needed to assist in the smooth operation of each division of the race
• Work with Special Services Manager on the development of athlete communications for all World Championship Region events including but not limited to the following: Athlete Guide, Athlete Newsletter (IRONStuff & HONUStuff) , General Q&A
• Participant List management: set-up cadence for posting of participant lists on event website, ensure Athlete Services Coordinator is providing updated participant lists to Special Services Manager for posting on the website according to pre-determined cadence
• Manage process to ensure all departments are provided with the necessary reports and stats on athlete fields
• Manage process and ensure timely post–race follow-up including but not limited to: Lost and Found, Awards, Athlete finisher materials,USAT Post Race Reports
• Work with IRONMAN vendors as needed to ensure operational efficiency and IRONMAN standards for service are represented and fulfilled
• Resolve or appropriately direct volunteer or athlete complaints and be an ambassador of IRONMAN at all times

Requirements

Education and work experience: 

• Bachelor's degree (B.A. or B.S.) preferred
• 2-4 years in event management preferred 

Skills and knowledge: 

• Excellent human relations skills, with a talent for motivating volunteers
• Good organizational skills with the ability to work independently as well as with a team
• Computer literate, possessing skills in Microsoft Office, Outlook including word processing and spreadsheet applications 
• Ability to function under pressure, set priorities and adjust to changing conditions 
• High work ethics, with sense of responsibility for the role filled within the team 
• The desire to share a proficient knowledge of IRONMAN and the great variety of services that define the IRONMAN brand.

Requires travel. 

The above declarations are not intended to be an “all inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.