Senior Director, Operations Quality

About this role

Gaming: Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

Job Summary: The Senior Director, Operations Quality leads the Operations Quality Management System and drives global operational quality alignment through a matrixed quality organization. This role provides leadership for the Americas Quality team, ensuring strong quality performance across customers, suppliers, manufacturing, warehousing, and logistics. The position champions a culture of quality and customer focus through employee engagement and a robust corrective and continuous improvement program, while partnering with cross-functional leaders to drive meaningful change. The Senior Director works closely with the Corporate Quality Organization to maintain a global view of hardware quality issues, ensure aligned containment and corrective actions, and continuously improve customer quality metrics so they accurately reflect the customer experience.

Essential Job Functions: • Build out the Quality Management system (QMS) ensuring alignment with all Operational business functions.

• Customer focused approach to quality, measure and improve the customer experience.

• Collection of global quality data on product issues, drive collaboration with all regions and functions.  Ensure Quality, Field service, Engineering, Material Supply, Suppliers and Commercial team collaborate to implement solutions for customers.

• Drive Supplier Quality performance through clear and documented improvement plans.

• Establish clear and well-defined Quality improvements plans across the Manufacturing and Logistics organizations.

• Management of Quality Incident Reports (QIRs) from customer sites and associated corrective actions.

• Establish strong lines of communication and engagement with key stakeholder organization (HW Eng, SW Eng, Product Development, Product Mgt, etc.)

• Comfortable, and effective, engaging directly with customers.

• Lead, collaborate, and ensure alignment globally to manage Quality concerns and necessary improvements.

• Drive clear quality engagement and communication plans encompassing all NORAM Operations employees.

• Determine key data points, associated KPI’s, and reporting to highlight successes and opportunities.

• Collaborating with IT and Operations to identify reporting needs required to drive continuous improvement.

• Authoring, reviewing and approving policies, procedures, and other related documents relating to quality management and improvement.

• Escalate major quality related issues, and clearly articulate corrective action plans, to the Senior Operations Leadership team to ensure visibility.

• Training and mentoring direct team and wider organization.

• Appraise performance, reward, and discipline where necessary.

• Collaborate with other Quality leaders to Improve accuracy and visibility across Operations to field quality data

Qualifications Education: • Bachelor’s degree in engineering preferred or equivalent technical experience managing quality programs and processes.

Knowledge, Skills, & Abilities: • Minimum of 10 years in a Senior Quality Leadership role

• Ability to lead both directly and through influence.

• Understanding of problem-solving methods, i.e. 5 why, DFMEA, PFMEA, Process mapping used to analyze problems, evaluate and complete improvement projects.

• Knowledge of Lean Manufacturing and Process Variation Reduction (Six Sigma) concepts and tool sets as they relate to process/product variability, and root cause and corrective/preventive action determination.

• Strong interpersonal skills and effectively work with all levels across the organization and with team to identify and resolve quality issues.

• Demonstrated ability to lead/coordinate projects with cross-functional teams.

• Knowledge of inspection methods in the design, fabrication, and production of electronic equipment.

• Working knowledge of Microsoft Office.

• Effective written and verbal communication skills including presentations.

• Familiar with recognized Quality Assurance Standards AS9100, ISO 9001, AS9102.

• Experience with Business Intelligence, Analysis and Reporting

Physical Requirements: • Ability to stand for extended periods of time

• Ability to lift from 5 to 50 pounds

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Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law , please click here for EEOC Poster .

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