Job details

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 team

Our team is dedicated to ensuring seamless customer experiences by detecting, escalating, and resolving issues with Roku products and services. With a mission to keep customers connected and delighted with Roku.

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 performance and customer data to inform strategic decisions and drive innovation
Technology Proficiency: Experience with CRM, telephony, and workforce management systems (e.g., Zendesk, Amazon Connect, Lessonly preferred), as well as productivity tools like Microsoft Office, Jira, Confluence, and Zoom
Educational Background: Bachelor’s degree (B.A., B.S.) or equivalent professional experience

#LI-SB5

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. 

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

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Average salary estimate

$135000 / YEARLY (est.)

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$110000K

$160000K

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