Sr. Manager, Quality Incident Management and Analytics

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

The Quality Incident Management and Analytics (QIMA) Senior Manager will lead and manage the quality strategy for organizational field incidents.

This pivotal role involves overseeing the triage and management of field quality incidents, ensuring effective communication and coordination among all R&D, Operations and Services teams.

The Senior Manager will drive comprehensive incident reporting, data analytics, and impact analysis. Additionally, they will coordinate root cause analyses and validate preventative measures, ultimately enhancing our product quality and customer satisfaction.

Essential Job Functions :

Lead and manage the QIMA team to ensure efficient triage and handling of field incidents, driving timely resolution, implementing preventative measures, and ensuring accuracy in identifying linked issues.

Ensure effective management, analysis, and utilization of field data to drive informed decision-making and strategic planning.

Facilitate robust communication and coordination with QA teams to accurately reproduce and address incidents.

Champion a best-in-class gaming experience through prompt and clear communication, driving timely resolution of field incidents.

Provide leadership and direction to the analytics team, fostering a culture of collaboration and continuous improvement.

Develop and implement innovative analytical methodologies and frameworks to optimize data insights and drive continuous improvement.

Apply data analytics to identify trends, predict potential hotspots, and implement proactive improvements.

Coordinate root cause analysis and impact assessments to understand incident origins and impacts, fostering continuous improvement and implementing closed loop preventative measures.

Provide regular updates and reports to senior management on the status of field quality incidents and emerging trends.

This position offers a unique opportunity to lead a crucial team that directly impacts product quality and customer satisfaction through effective incident management, strategic improvements, and continuous enhancement of our best-in-class gaming experience.

Qualifications

Education / Experience :

Bachelor’s degree in Quality Management, Engineering, or related field (Master’s preferred). Relevant certifications such as CQE, Six Sigma, PMP, or data analytics certifications are advantageous.

8+ years of experience in quality management or incident management, with strong emphasis on data analytics.

Gaming experience desirable

Knowledge, Skills and Abilities :

Strong leadership skills with proven experience in a senior management role within quality assurance or a related field, capable of inspiring and guiding a diverse team.

Analytical mindset with strong background in data analysis and reporting

Proficient in data analysis tools and techniques, including statistical analysis, data mining, and predictive modeling

In-depth understanding of QMS principles, standards, and best practices

Proficiency with quality management software, data analytic tools (e.g., SQL, Python, R), and business intelligence platforms (e.g., Tableau, Power BI).

RCA expertise in methodologies such as Fishbone Diagra, 5 Whys, and Failure Mode and Effects Analysis (FEMA).

Advanced problem-solving skills to identify, analyze, and resolve complex quality issues.

Ability to adapt to changing priorities and manage multiple tasks in a dynamic environment.

Excellent verbal and written communication skills for effective interaction with stakeholders at all levels.

Detail-oriented with commitment to gather accurate and comprehensive information.

Ability to develop and implement strategic plans to enhance quality management processes.

Commitment to fostering a culture of continuous improvement and learning within the team.

Physical Requirements : Office environment

Work Conditions : The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.