Assistant Manager – Digital Enablement and Infrastructure (13-month contract)

Role Introduction

Reports to: Resource Planning & Project Manager

The Assistant Manager Digital Enablement and Infrastructure sit under the Inflight Service Delivery Department is responsible for the success introduction, integration and adoption of a new digital solution for inflight service. The Assistant Manager Digital Enablement and Infrastructure plays a key role in project coordination and engagement with the project team, stakeholder and cabin crew. Acting as the subject matter expert, you will have to ensure all the changes to delivery processes, service procedures, hardware deployment workflow and usage of digital tools are effectively communicated, tested and adopted by our cabin crew.

You will be the primary point of contact for managing all inquiries from crew members and stakeholders, ensuring the effective delivery of training, communication and change management plan. You will be working closely with other Inflight Service Delivery teams to optimise the digital infrastructure and hardware deployment workflow.

Key Responsibilities

Project and Change Management

• Responsible for the introduction and adoption of the new digital application for inflight service, ensuring all related changes are effectively managed and communicated to crew and stakeholders
• Act as the main point of contact for crew and stakeholders, handling inquiries, coordinating training, and implementing change management plans.
• Gather and consolidate crew feedback, develop clear procedures and coordinate trials to ensure solution meet operational needs and drive continuous improvement

Digital App Development

• Support the product owner in designing, developing features, conducting user acceptance testing, and implementation ongoing enhancement for the digital app
• Collaborate with IT, Digital (DGT), and analytics team to manage the app development roadmap, ensuring timely delivery, and define requirements for functionalities, reports, and dashboards
• Assist in re-engineering business processes with the Inflight Customer Service team to drive technological solution that promote behavioural change and improve efficiency

Digital Infrastructure Optimisation

General Logistics

• Collaborate with procurement and IT infrastructure to manage logistics around device distribution, inventory tracking, and return procedures. Review digital infrastructure, ensuring the operational readiness, availability, and performance of digital hardware and device ecosystem would support the inflight and ground operations.

Asset Management

• Administer centralized asset management systems to track lifecycle statuses of iPads and iPhones, including activation, configuration, replacement, and decommissioning records. Optimise the hardware deployment and enhance the device lifecycle management
• Administer mobile device management configuration during the project phase. Co-ordinate all project resources with external vendor. Ensure quality assurance standards across all digital devices used by cabin crew.

User Engagement

• Conduct user testing, feedback sessions, and training workshops for application rollouts and feature updates. Monitor usage metrics and report adoption trends, recommending adjustments in deployment or feature design based on operational analytics

Requirements

• University Graduate
• A minimum of 5 years’ experience in aviation/ hospitality industry. Experience as a crew member is an advantage
• Customer-centric mindset with a passion for improving passenger experience
• Empathetic to crew and a good listener
• Ability to envisage and articulate pain points from cabin crew.
• Receptive and responsive to change and feedback
• Project management and change management skills
• Good communication skills and interpersonal effectiveness and detail orientated
• Strong computer skills in MS office (e.g. Excel, Word, PowerPoints, etc.)
• Basic knowledge of Agile process and principles in mobile app development

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.