Senior Director, Operations Quality

Position 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.

• 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 improvement plans across the Manufacturing and Logistics organizations.
• Manage 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.).
• Engage directly with customers effectively and confidently.
• 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 KPIs, and reporting to highlight successes and opportunities.
• Collaborate with IT and Operations to identify reporting needs required to drive continuous improvement.
• Author, review and approve 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.
• Train and mentor the 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.

• Education: Bachelor’s degree in engineering preferred or equivalent technical experience managing quality programs and processes.
• Minimum of 10 years in a Senior Quality Leadership role.
• Ability to lead both directly and through influence.
• Understanding of problem‑solving methods, e.g., 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 effective work with all levels across the organization and with teams 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.

• Ability to stand for extended periods of time.
• Ability to lift from 5 to 50 pounds.

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.