Manager, Athlete Services

At The IRONMAN Group, our purpose is clear: to inspire people to unlock their greatest potential through sport, pushing beyond limits to become the fullest expression of human achievement. Through our BE ICONIC vision, we are building the most loved brands, producing the worlds most inspiring events, and fostering deeply engaged communities that change lives. We aim to empower over a million athletes to cross a finish line each year and inspire a billion people worldwide through the power of the human spirit. As part of our team, youlljoin a high-performance, caring culture where innovation thrives, communities are uplifted, and every achievement, big or small, is celebrated.Youllhelp shape experiences that fill hearts, consume minds, and enrich souls. This is more than a job.Itsa chance to be part of a global movement, to lead from the front, and to leave a legacy. Together, we create moments that last a lifetime.The IRONMAN Group is the world's largest operator of mass participation sports, delivering over 200+ events a year across 55+ countries thanks to a passionate global team.For more information, visitwww.ironman.com/about-ironman-group. We are seeking a highly motivated individual for the position of Manager, Athlete Services NA, reporting to the Director, Athlete & Information Services and based in our Tampa, Florida or Louisville, Colorado office. The Opportunity: This role is an experienced people leader and subject matter expert responsible for delivering a consistent, high-quality athlete experience across assigned North American events. The Manager leads day-to-day athlete services operations, supports cross-regional projects, and partners closely with event, operations, marketing, timing, officials, medical, and partnership teams to ensure athletes receive clear communication, efficient registration, and responsive support before, during, and after each event. The Manager, Athlete Services NA is responsible for overseeing the full athlete services lifecycle for assigned events, including side events. This includes online registration setup, athlete enquiries, athlete communications, onsite registration, awards ceremonies, and post-event processes. The role works closely with Athlete Services leadership, Race Directors, Global Partnerships, Operations, timing companies, race officials, announcers, Marketing, and Medical teams to deliver a smooth, athlete-first experience. Key Responsibilities: Customer Service Deliver excellent customer service in line with brand standards, policies, and athlete-first service expectations.Meet service level expectations by ensuring all tickets are answered within two business days.Respond to incoming athlete emails and phone calls in a timely, accurate, and professional manner.Support all athlete development programmes as needed by responding to athlete enquiries, completing onsite responsibilities, and maintaining accurate CRM updates. NA Athlete Services Project Duties Participate in cross-regional athlete services projects as requested, contributing operational insight, process consistency, and event-specific expertise.Train and support interns and coordinators through structured onboarding, buddy-system guidance, and ongoing coaching.Create and manage marketing promotional codes within the registration system.Document systems and procedures to build and maintain best-practice manuals and SOPs, ensuring materials remain accurate, accessible, and updated as processes evolve. Pre-Event Set up online registration within the designated registration platform, such as Active or another approved system.Manage entry inventory and reporting for general entries, teams, relays, complimentary entries, partner entries, corporate entries, charity entries, and travel entries.Review athlete guides for accuracy, consistency, and athlete services-related information.Set up athlete email communications through the designated registration platform, such as Active or another approved system.Assist with website updates as needed to ensure athlete-facing information is accurate and current.Support bulk ordering and coordinate registration supplies for main and side events.Prepare and submit data downloads and materials required for print orders.Prepare data for the timing company and align with the Race Director on event-specific requirements, such as local championship needs.Organise an efficient packet pick-up process that supports a smooth athlete experience.Plan registration and check-in for all lead races, including layout, process flow, volunteer support, and coordination with local groups, with the goal of delivering an efficient and positive athlete experience.Attend event meetings for all lead races and raise athlete services-related risks, needs, or updates. During Event Week Lead and oversee athlete check-in and registration, including setup and breakdown for main and side events.Manage walk-up entries in accordance with event procedures and registration requirements.Resolve athlete issues at the solutions desk, escalating complex matters as needed to ensure timely and consistent support.Support event-day operations as required based on event type, including swim clearance for triathlon events and other operational duties as needed.Coordinate and support awards ceremony logistics as required.Lead and coordinate the slot allocation process for IRONMAN and IRONMAN 70.3 events. Post Event Coordinate the lost and found process following each event.Partner with race officials and timing providers to resolve athlete enquiries related to results. Licensee Race Responsibilities, where applicable Coordinate with Operations and Marketing teams to support consistent delivery at licensee events.Train licensee staff on athlete services responsibilities, processes, and service standards.Ensure licensee events deliver athlete services in accordance with IRONMAN Group standards.Travel to licensee events as requested to train licensee staff, confirm IRONMAN Group standards are being met, and ensure all required protocols are in place. People Leadership, Culture & Performance Lead, coach, and develop a high-performing team through clear expectations, regular feedback, and meaningful career conversations.Foster a positive, inclusive, and safe environment where diverse perspectives are valued and team members can do their best work.Model IRONMANs BE ICONIC behaviors and athlete-first mindset in daily decisions, team rituals, and onsite/offsite leadership presence.Build a culture of creativity, accountability, and continuous improvement, encouraging experimentation and learning across events.Partner cross-functionally to strengthen alignment, shared ownership, and consistency of experience across the event ecosystem.Take active ownership of team engagement, clarity of roles, and performance outcomes. Qualifications & Experience: Bachelors degree or vocational qualification preferred, ideally in administration, business, sport management, events, or a related field.Demonstrated commitment to delivering a high standard of customer service in a fast-paced, athlete-facing environment.Relevant experience in sport events, endurance events, customer service, or a related field, including through internships or volunteer work.Strong interpersonal and stakeholder management skills, with the ability to build effective relationships across teams, vendors, volunteers, and event partners.Ability to remain calm, solutions-focused, and decisive under pressure during event operations.Excellent attention to detail, with sound judgement when managing athlete data, registration processes, and event documentation.Collaborative team player with the ability to lead, brief, and support volunteers and onsite teams.Strong organisational and time-management skills, with the ability to prioritise competing deadlines in a fast-paced event environment.Enthusiasm for sport, with knowledge of triathlon, cycling, and trail events preferred but not essential.Proficiency with Microsoft Office and the ability to learn and use event registration, CRM, and reporting systems. Physical & Equipment Requirements: Ability to move, position, transport, and install materials and equipment weighing up to 50 pounds.Perform manual handling tasks, including bending, stooping, twisting, and reaching, associated with event setup, breakdown, and onsite operations.Ability to stay stationary and/or move around the event site for extended periods of time, including during long event days, outdoor conditions, and uneven surfaces.Ability to work in a variety of environments, including indoor and outdoor venues, and in varying weather conditions.Ability to operate or assist with basic event equipment and tools as required for the role.Extended workdays and travel will be required while attending assigned onsite events, which may include overnight or international travel depending on the role and business need. We are an equal opportunity employer. We consider all qualified applicants without regard to any protected characteristic under applicable law. We also provide reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment in accordance with applicable law. The above job description is not intended to be an all-inclusive list of the duties, responsibilities, skills, and abilities required for the role. Rather, it describes the general nature of the position and provides a reasonable representation of its activities. Duties and responsibilities may evolve over time.