Job Description
The Passenger Entertainment Operations & Logistics Controller will be accountable for all aspects of the Emirates inflight entertainment (IFE) and connectivity (IFEC) product operations and logistics through driving efficiency, systems monitoring, troubleshooting, customer interoperability and quality in line with the overall corporate communications strategy. This incorporates all aspects of measuring, monitoring and managing IFEC logistics operations including inflight Wi-Fi, mobile phones, movies, TV, music, audio, games, promotional assets, information assets, systems monitoring and passenger surveys.
In this role you will:
- Ensure the on-time delivery of all IFE media assets whilst adhering strictly to agreed monthly timelines. Optimise timelines to minimise error and improve quality. Manage complex operations and logistics to ensure a smooth flow of materials throughout the process, this involves close collaboration with various stakeholders including content distributors and labs, content service providers (CSPs), IFE Original Equipment Manufacturer (OEM’s) such as Panasonic & Thales and internal teams including IT and Engineering (Projects, Line Maintenance, Avionics Workshop).
- Continuously monitor the operation, maintenance and performance of on-board connectivity systems including Wi-Fi networks, satellite communications, cellular networks, portals and service providers. Conduct root cause analysis to investigate and resolve customer complaints and drive enhancements to Wi-Fi portal customer experience and performance addressing technical issues in collaboration with internal stakeholders and service providers to minimise disruption.
- Organise the rollout of IFEC systems and updates to the Emirates fleet in collaboration with partners and experts to ensure a smooth flow of materials throughout the process and a seamless customer experience.
- Monitor and maintain the functionality of IFEC systems across the fleet to serve the customer experience. Investigate and promptly resolve any breakdowns or issues that arise in the IFEC system and actively engage in collaborative efforts with partners and experts to swiftly address and troubleshoot these challenges, minimizing disruption and ensuring smooth media load operations for an uninterrupted passenger experience.
- Oversee the aircraft modification process and maintain comprehensive records for IFEC projects including retrofits, IFE and connectivity system upgrades and other similar modifications.
- Ensure cabin crew and operating staff are fully briefed regarding services, system functionality, operating procedures and service disruptions to ensure a consistently high level of service offering to passengers. Ensure cabin crew manuals and instructions for IFEC are maintained and provide support on relevant training initiatives.
- Improve the overall passenger experience by offering diverse, high-quality entertainment options. Continuously evaluate and enhance the inflight entertainment offerings using passenger feedback, data provisioning tools from OEMs, insights from social media and industry trends.
- Ensure the live maps systems on the fleet are regularly updated to reflect the latest geographical and regulatory nomenclature changes.
- Deliver Airshow releases containing the latest passenger communications messages including entering play period, sourcing images and recommending presentation order by flight phase.
- Support with ad-hoc projects such as fulfilling IFEC requirements for Charter Flights, vendor changes, deploying other-language versions of Safety & Facility videos, pre-recorded audio announcements (PRAMS), special inflight videos and seat messages.
