Overview

Director of Unity Quality Assurance establishes service standards, policies and processes and monitors service levels to continuously improve the quality, responsiveness, and results. This person will be responsible for interfacing with guests, internal service departments and vendors to identify root cause, resolve incidents and act on system or process breakdowns. Must positively and respectfully respond to both Unity members, senior leadership and property team members on issue status and resolution.

Responsibilities

• Monitor and report on issue resolution.
• Make sound judgement calls regarding prioritization, solutions and service recovery.
• Escalate to IT and vendors, speak their language to resolve issues.
• Interact with IT teams as well as business and account teams
• Recommend, design, document and enhance policy, processes and standards
• Measure, monitor, enhance and report on service level agreements and performance for incidents and service requests
• Ensure quality troubleshooting and resolution of functional and technical incidents
• Engage and collaborate with leadership to resolve incidents and deliver on service requests
• Organize cross-functional teams to methodically promote and test product releases
• Escalate critical issues to senior leadership appropriately

Qualifications

• Able to independently investigate issues to identify potential root causes with a sense of urgency.
• Be a part of testing existing and new features, proactively look for issues.
• Must be comfortable with loyalty, gaming, hospitality applications and share knowledge with properties and bridge technical gaps between IT and properties.
• Excellent working knowledge of Development and Production Support functions
• Able to direct/work with cross-functional teams
• Able to solve complex problems and issues
• Ability to work under pressure; strong management and organizational skills; good judgment and decision making
• Excellent analysis and problem-solving skills
• Ability to communicate in a clear, positive, service minded manner with a variety of internal and external customers
• Ability to establish positive, effective working relationships at all levels
• Self-starter, takes ownership and accountability for assigned work
• Candidate should be articulate, outgoing, and have a dedication to detail and documentation
• Able to work during maintenance hours outside of normal business hours

Experience

• Minimum of 5 years of experience in similar position

Education

Bachelor’s degree