Product Quality Manager

Provider of satellite entertainment programming to U.S householdsThanks to the abilities and innovative thinking of our employees, DIRECTV has provided a superior alternative to cable since 1994.  We are the nation's leading satellite television service provider, offering digital satellite television entertainment delivered to homes, airports, hotels, restaurants, hospitals, office buildings, airplanes, automobiles and portable electronics.  Over 16.5 million subscribers in the United States enjoy industry-leading customer satisfaction (which has surpassed cable for seven years running) and access to over 250 channels of 100% digital picture and sound.  We offer the most comprehensive collection of sports programming available, a wide-range of international programming, and original programming including the Championship Gaming Series.   Our customers have enjoyed DIRECTV's unprecedented expansion of HD services - and soon we will have the capacity to offer over 150 national HD channels. Our innovations have led to Emmy® Awards and hundreds of filings for US patents as we introduce new must-have technologies into the TV viewing experience.  We make a commitment to challenge, inspire and reward the people who make the DIRECTV vision come to life -  Come join our winning team! DIRECTV is seeking a Product Quality Manager to join the Set-Top Box Engineering group.  The Product Quality manager will be accountable for  the following. Partnering with supply chain and call centers to drive quality improvements to all Set-top boxes within DIRECTV's current product range (offered to, or in use by subscribers) from launch to withdrawal. Interface with Customer Service on specific focus to reduce technical contact into the call center, and reduce subscriber churn. May also be asked to provide cost and quality advice to New Products or drive aspects of specific company wide cost reduction initiatives. Manage quality aspects of products through the product lifecycle enables DIRECTV to deliver reliable products to our subscriber base who need our products to be as reliable as their TV sets. Assist in reducing product costs is critical to business profitability and improvements to current cost reduction activities are required/envisaged.  Product costs are Total Product Costs and include, manufacturer costs, repair, replacement, and service/support costs. Ensure that Set-top Box Engineering can support the ramp-up a new manufacture for existing product. Support Product Management to ensure manufacturer implements the product to DIRECTV’s specification (but where this group contributes cost, quality and service/call center information/support)  which includes defining service/support requirements. Partner with Supply Chain to assess manufacturers from a Customer Technology perspective. Leadership of cross-business initiatives that aim to improve quality across all products Perform evaluation of product fault/failure rates and diagnosis to continually drive improvements through revised designs/implementations (inc component selection) with design houses and/or manufacturers (for the future, contribute failure rates and responses as part or design house and manufacturer selection). Perform evaluation of opportunities to make service and support easier/cheaper. Provides Design for Cost and Service (DFC, and DFS) expertise into new product designs (if required). Drives down Customer technical contact into Call Center. Works with Customer Service to understand and resolve technical subscriber issues through various initiatives. Accountable for development of analytical tools and approaches to support the above. Works with Product Managers who are the principal interfaces to external design and manufacturing partners.Minimum 6 years experience (at least 4 years in senior role) at a consumer electronics manufacturer, service center or design house. Professional working knowledge of cost reduction, total cost calculations, quality improvements, service/repair support, industrial engineering with new manufacturing ramp-up. Some working knowledge of Hardware and Software Design, Integration and Test processes. Experience in management including exposure to contract management. Familiar with approaches, priorities and processes of Supply Chain and Procurement functions. Experience of presenting fact-based cases for cost or quality at senior management level. Experience of working with Total Quality programs. Familiarity with problem solving techniques. Degree or equivalent in an engineering or technical discipline or equivalent qualifications. Competent user of Microsoft Office applications, particularly Excel and PowerPoint.