Sr. Manager, Customer Support Operations

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

 

About the Role

We are seeking a dynamic and results-driven leader to shape and execute our customer support operations strategy. As the Senior Manager, Customer Support Operations, you will play a pivotal role in driving operational excellence, fostering innovation, and delivering exceptional customer experiences. You will oversee our global outsourcing strategy and performance, ensuring seamless collaboration across cross-functional teams and leveraging data-driven insights to continuously improve our support operations.

 

What you'll be doing

• Business Leadership: Define and execute a forward-thinking outsourcing strategy to support Roku’s expanding customer base across Billing/Account Management, Subscriptions, Players, Roku Branded TVs, and Smart Home products
• Team Leadership: Manage and develop a team of operations & training managers, ensuring readiness for new product launches and driving accountability for daily operational performance and improvement plans
• Global Operations Management: Oversee multiple outsourced call centers across the globe, ensuring consistent performance and operational excellence. Travel as needed to maintain strong relationships and drive alignment
• Performance Optimization: Establish, monitor, and analyze key operating metrics (CSAT, AHT, SLA, Recontact Rate, Cost/Contact) to drive continuous improvement in operational performance, partnering closely with call center leadership
• Contract Management: Partner with Procurement and Legal to draft, negotiate, and manage statements of work with outsourcing partners, ensuring alignment on performance expectations, incentives, and penalties
• Customer-Centric Culture: Define and cultivate a customer support experience that aligns with Roku’s purpose to keep customers connected and delighted with our platform, products, and services
• Operational Reviews: Lead regular business reviews to assess performance, identify challenges, and implement solutions that enhance efficiency and customer satisfaction
• Innovation & Best Practices: Lead initiatives to identify, share, and implement best practices across all support sites, leveraging AI technologies such as predictive analytics, automated responses, and sentiment analysis to enhance efficiency, improve customer experiences, and drive continuous improvement
• Cross-Functional Collaboration: Act as the voice of the customer by partnering with teams such as operations, product management, and engineering to drive improvements in customer experience and support processes
• Budget Oversight: Manage outsourcing budgets and forecasts, including invoice auditing and processing, to ensure financial discipline and alignment with strategic goals

 

We're excited if you have

• Strategic Leadership Experience: 10+ years of demonstrated success in leading global support operations across multiple countries and languages, with a focus on outsourcing and business partner models
• Technical Support Expertise: 10+ years of proven experience in managing technical & acct/billing customer support operations via outsourcing, with a deep understanding of the BPO model and partner landscape
• Contract Negotiation Skills: Expertise in defining business requirements and negotiating statements of work with outsourcing partners to drive alignment and accountability
• Customer Experience Passion: A strong commitment to improving customer experiences and reducing the need for assisted support through innovative solutions
• Industry Knowledge: Familiarity with streaming devices, SVOD/AVOD models, and platforms is preferred
• Analytical Excellence: Exceptional analytical skills with the ability to interpret complex p