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Operations Manager - Spafax
Costa Mesa, CA, USA

This position will oversee successful inflight entertainment service delivery for a major US airline. This includes the delivery of all digital assets, metadata, video and audio files, from content ordering through to quality control.

The Manager will also project manage the post-production and delivery of custom videos, such as safety briefings, marketing initiatives and other ad hoc projects. The Manager will work directly with both the client and the internal account management team, helping providing system insights and recommendations that drive both efficiency and passenger satisfaction. The Manager will also develop solid working relationships with major IFE hardware providers and other key suppliers.

Key Duties:

  • Management of dedicated client metadata team
  • Distribution and confirmation of monthly content orders
  • Verification of programming, metadata and other delivery grids and databases
  • Management of all monthly file delivery to various systems operators
  • Quality control of final delivery both in-house and onsite
  • Management of safety videos, promo and arrival videos and others, including translation, subtitling, voice over production and maintain database of all airline specific content; liaise with airline team and hardware integrators to ensure latest updates are processed as needed

Desired Skills and Experience:

  • Experience in project management, demonstrating excellent organizational and planning skills; able to work to schedule, prioritize and meet strict deadlines
  • Good interpersonal skills, ability to work as part of a cross-functional team and communicate with staff, customers and suppliers at all levels
  • Must be proficient with MS Excel and comfortable with extensive data entry; ability to work with Word, Powerpoint and Photoshop preferred
  • Must be able/willing to travel 1-2 times per month
  • A minimum of 1-2 years in a post-production or lab environment

If you are interested in this opportunity please submit your resume and cover letter to: randee.walker@spafax.com.

Account Coordinator - Spafax
Costa Mesa, CA, USA

This position is a vital member of the account management team for a major US airline, helping oversee all aspects of delivery of Movie, TV programming and other media assets across the fleet. This role works primarily in support of the account lead, while collaborating closely with our Acquisitions, Operations, Metadata and Production teams.

This role will also be responsible for coordinating production workflow of monthly advertising and promotional content, as well as ongoing project management of ad hoc airline content and maintenance of internal database(s).

Key Duties:

  • Screen movie and TV programs as required by acquisitions team
  • Enter monthly Movie and TV programming details and airline system orders into internal database in coordination with account team
  • Process orders as required in cooperation with the Operations team
  • Create monthly advertising and ad hoc program grid; enter and maintain orders in internal database and ensure orders are processed according to specs and timeline; participate on weekly ad calls with client and media sales team
  • Coordinate collection of materials for monthly promo reel production, distribute completed promos to client and relevant distributors for approvals; coordinate necessary corrections and work closely with production lab team to ensure signoff prior to delivery deadlines.
  • Monitor production runsheets for accuracy and adhesion to current airline specs
  • Screen advertising and promo content as needed prior during production process
  • Maintain internal database and airline dashboard, updating details regularly, ensuring adherence to all timelines
  • Coordinate ad hoc productions (safety videos, promo and arrival videos and others) including translation, subtitling, voice over production and maintain database of all airline specific content; liaise with airline team and hardware integrators to ensure latest updates are processed as needed

Desired Skills and Experience:

  • Excellent organizational, planning and project management skills
  • Able to work to schedule, prioritize and meet strict deadlines
  • Editorial and proof-reading skills with keen attention to detail
  • Good interpersonal skills, ability to work as part of a cross functional team and communicate with staff and client at all levels; ability to work well under pressure
  • Must be proficient with MS Excel, Outlook and Word; experience with Powerpoint preferred
  • Experience in TV and/or movie scheduling, programming and production as well as airline entertainment background highly desired
  • A minimum of 2 years’ experience in a media environment, in a client-facing role

If you are interested in this opportunity please submit your resume and cover letter to: randee.walker@spafax.com.

Metadata Coordinator - West Entertainment LLC

The Role of the Metadata Coordinator is to manage cyclical IFE program updates that include Programming, Shopping, Hospitality and GUI content for the Etihad Airways’ account. As identified by the responsibilities below, you will work with internal and external hardware vendor timelines and coordinate with all fly team members. You are responsible to ensure excellence in delivery and will be required to manage workflow and co-ordination internally and with our Irvine and Singapore Offices. You will be master of your domain, and look to improve the work flow and systems, and overseeing these across the end-to-end process management to ensure on time and accurate delivery, escalating as necessary to your team. Fluency in English and Arabic (verbal and written) is a requirement for this role. As a growing company, we also expect an eagerness to assist other departments, should your schedule allow, (eg: screening and reviews of TV and Movie content).

Day-to-day responsibilities:

  • Set up and maintain an efficient and accurate metadata work flow
  • Manage metadata grids – and images
  • File name management
  • Entry in to MMA, Unity, DCMS and standardized metadata grids
  • QC Metadata and lead rack testing for on the spot updates
  • Manage the updates of the We by West database
  • Coordinate with all internal and external teams for related programs
  • Calculate and apply internal working deadlines for related programs
  • Support other metadata and client operations teams with day to day issues
  • Identify operational issues and try to solve them
  • Manage the workload to ensure deadlines are met on time


  • Self-Motivated
  • Strategic and analytical approach
  • Strong work ethic
  • Good communication skills
  • A love of problem solving
  • Expert in time management
  • Team player
  • Expert in excel
  • Thorough knowledge of MS Office
  • Working knowledge of Photoshop preferred
  • This position will be based in Dubai and our office in Abu Dhabi, depending on the monthly schedule and hardware vendor requirements. 

If this position is right for you, please send your cover letter and resume to: Talent@westent.com

West Entertainment is a full-service lab, CSP and creative agency. We have brought together the most dynamic team in the industry, with our focus on the Airlines; returning integrity and style to our clients through innovation, hard-work, strong relationships and a deep understanding of our customer’s needs.

Assistant Manager Customer Experience - Connectivity and Wireless Applications Development 
Hong Kong, Hong Kong 

The Customer Experience Design Department plays a key role in customer retention, long-term success and profitability of the Cathay Group through the strategic development of award winning products. The Assistant Manager Customer Experience, Connectivity and Wireless Applications Development is responsible for managing and developing the inflight connectivity and entertainment applications that passengers experience on-board. This is a crucial time in Cathay Pacific’s product development and the successful candidate will have a center role in shaping Cathay Pacific’s connectivity and application strategy.

Key Responsibilities:

  • Responsible for the overall inflight connectivity proposition as well as its associated entertainment applications
  • Lead a multi-functional project team to undertake the development, implementation and continuous improvement of the in-flight connectivity product
  • Work closely with and manage third party suppliers, both in Hong Kong and abroad, to improve the inflight connectivity service
  • Responsible for the design, development and deployment of entertainment apps and wireless In-Flight Entertainment solutions
  • Manage and deliver functional and technical requirements via interpretation of data and information
  • Translate problems and new concepts into intuitive and meaningful user experiences
  • Responsible for the personalisation of In-Flight Entertainment Identify future technologies and critique them against customer design vision
  • Keep abreast of innovative concepts, technological advancements and latest products of other airlines or transportation sector and conduct study when necessary
  • On-going analytics monitoring of passenger usage Identify research requirements, participate in research and insight analysis and provide actionable recommendation, by working with the Insight team
  • Actively participate in vendor selection process including RFP preparation
  • Ensure the proposition is in line with Cathay Pacific’s brand ethos and its commitment to enabling A Life Well Travelled


  • University degree holder, with strong background in software/web development or Network/telecommunication engineering
  • A minimum 5 years’ relevant industry experience
  • Experience with complex networks, In-flight Entertainment or satellite telecommunication a plus Experience with HTML, object oriented architecture, CRM databases, mobile app development a plus
  • Fluent spoken and written English, fluency in Chinese would be advantageous
  • Hands-on experience in responsive layout programming / RESTful design / Mobile development is preferable
  • Strong customer centric mindset with a good understanding of market research, product planning and management
  • Commercially astute with strong problem solving and analytical skills
  • Strong interest in technology and passenger experience
  • Deep understanding of UX methodologies including user flow and customer research methodologies
  • Understanding of prototyping methodologies and practices and web accessibility standards is a plus
  • Adhere to high standards and takes pride in quality of work, with great attention to details
  • Able to work both independently and as part of larger team with strong inter-personnel skills Well organized and capable of working on multiple projects simultaneously Willing to travel overseas

To learn more, contact Arvin Wong at arvin_wong@cathaypacific.com.

Aircraft Product Executive 
Harmondsworth, United Kingdom 

In this position with British Airways you will help develop the future of our aircraft product, ranging from seats and cabin interiors to inflight entertainment systems. You will need to have strong data analysis and presentation skills, a passion for our customer experience and a proven ability to work across and manage multiple stakeholders. 

Reports to Product Development Manager - Aircraft Cabin Interiors Department Product 

Key responsibilities:

  • Adds customer value by ensuring that all aircraft products and services provide a seamless experience that exceeds customer expectation.
  •  Responsible for developing & implementing aircraft products as defined by the future strategy and investment plan objectives.
  • To identify and address in-service product performance issues to maintain the customer proposition. Monitors and acts on Customer feedback of in-service products to maintain customer satisfaction levels. Principal Accountabilities.
  • Design, development and implementation of creative, innovative and competitive aircraft product initiatives working closely with the Programme Management team to ensure on time, on budget and on quality delivery.
  • Lead and direct aircraft product projects as project sponsor, customer champion and subject matter expert at working group level.
  • Identification and resolution of in-service aircraft product issues.
  • Establish, develop and maintain close and effective working relationships with key internal stakeholders that affect the aircraft product in particularly Engineering, Procurement and Finance.
  • Stakeholder management, gaining support for aircraft product initiatives. · Fully aware of competitor products and strategies.
  • Keeps abreast of developments in the aircraft product market through various industry associations and available media.
  • Keeps abreast of advances in consumer electronics to establish if inflight customer proposition can benefit from new developments.
  • Ensure Merger and Alliance objectives are considered during aircraft product developments and exploit opportunities / synergies where applicable.
  • Utilise LEAN techniques and process re-engineering to improve output/impact to customers; continually striving to improve our speed to market.
  • Champion weight initiatives to ensure efficient, robust products are developed · Champion the customer experience in all aircraft product initiatives to deliver customer satisfaction improvements.
  • Champion aircraft product requirements during evaluation of cabins for new aircraft competitions.
  • Works with operational line areas to ensure that correct procedures are in place to consistently deliver the cabin interior product post embodiment.
  • Successfully deliver projects in line with internal control and financial guidelines.
  • Coach and develop new team members in the tools and techniques of continuous improvement to increase their skills and capabilities to ensure operational productivity and customer impact is optimised.
  • Work effectively with the Customer Programmes Team to ensure delivery to agreed objectives and success measures.
  • Deputise for line manager where appropriate.
  • Uses customer insight and intelligence to deliver a future proof customer experience.
  • Act as customer aircraft product subject matter expert in their assigned area.
  • Proactively assist with customers when required during disruption, minimising impact on own workload.
  • On call out of hours where appropriate
  • To manage costs that ensure the profitability of the business is maximised 


  • Flexibility in working hours to meet business demands
  • Able to build and compile complex business cases that are clear and concise.
  • Representation of BA to external suppliers.
  • Finds simple solutions to complex problems.
  • Strong supplier relationship skills.
  • Understanding of operational processes that are involved in providing the customer aircraft product.
  • Good experience in innovative thinking and creative problem solving ·
  • Ability to lead and manage change across all stakeholder areas.
  • Knowledge and understanding of a process engineering and continuous improvement environment.
  • Supplier Management.
  • Experience of using business data to support decision making

 Expertise / Specialist Competencies (Essential or desirable)

  • Able to digest and understand complex technical data and communicate this clearly at different levels of the organisation to allow clear decision making.
  • Strong presentation skills to present to internal and external audiences.

  • Strong knowledge of the BA aircraft fleet and other non-BA operated types.

  • Knowledge of the aircraft products industry British Airways Plan4 Behaviours – FSLT

  • Faster Clear on what needs to be achieved, brave enough to try new things and make decisions quickly to ensure we can deliver what we commit to.

  •  Smarter Innovate and constantly seek improvements through understanding our customers and the market in which we operate, sharing knowledge and embracing digital solutions to beat the competition.

To apply, follow this link – https://jobs.ba.com/jobs/vacancy/2789/Apex%20aero%20/detail

To learn more, contact Gabby Bertorelli at gabby.bertorelli@ba.com.

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