Senior Customer Support Operations Manager

at Roku

Austin, United States

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 ensures that Roku customers get the best possible support, delivered at scale through our outsourced partners. We focus on designing efficient workflows, standardizing processes, and using data to drive continuous improvement. By partnering across CX Platform Strategy, Readiness, Analytics, and BPO teams, we make it easier for customers to get help and for partners to deliver it effectively.

About the role

Roku is seeking a hands-on Sr Customer Support Operations Manager to lead operational excellence across our outsourced support network. You’ll own process design, workflow optimization, and reporting, working closely with internal stakeholders to define improvements that BPO partners execute. This role is ideal for someone who thrives in a fast-paced, data-driven environment and enjoys turning operational insights into action.

What you'll be doing

Design, document, and standardize workflows, SOPs, and playbooks for outsourced support teams.
Lead initiatives to optimize operational workflows, improve efficiency, and reduce customer effort.
Define business requirements for tools and tool functionality, partnering with internal teams and Analytics to ensure vendors have the capabilities needed for optimal performance.
Collaborate with Analytics stakeholders to build and maintain dashboards that track vendor performance, customer experience, and operational health.
Analyze metrics (CSAT, AHT, FCR, etc.) to identify trends, root causes, and opportunities for improvement.
Partner daily with BPO operations leaders to implement process updates, troubleshoot issues, and reinforce best practices.
Identify opportunities to leverage AI and automation to increase efficiency, reduce manual work, and deliver better customer experiences.
Represent Customer Operations in cross-functional initiatives, ensuring vendors are prepared for new features and operational changes.
Anticipate future operational needs and scope workflows, processes, and reporting to support growth and efficiency.

We're excited if you have

7+ years of experience in customer operations, CX leadership, or contact center management, including working directly with outsourced partners. Experience with consumer hardware devices such as streaming players and smart TVs is preferred but not required.
Strong knowledge of CS technology platforms (CRM, telephony, analytics) and experience optimizing workflows using these tools. Experience with Salesforce and Zendesk is preferred.
Hands-on experience creating, documenting, and standardizing workflows and operational processes.
Proven ability to define business requirements for tools and collaborate with analytics teams to build dashboards and reports that drive daily operational decisions. Looker or Tableau experience preferred but not required.
Track record of executing process improvements, efficiency initiatives, and AI-driven optimization in a hands-on capacity.
Excellent analytical, problem-solving, and communication skills.
Bachelor’s degree or equivalent experience.

Core Competencies

Execution & Delivery: Hands-on with workflows, reporting, and operational improvements.
Process Discipline: Document, standardize, and enforce processes to scale operations.
Data & AI-Driven: Use analytics and AI insights to drive performance, efficiency, and better customer experience.
Vendor Leadership: Partner with BPO teams to ensure high-quality execution.
Cross-Functional Collaboration: Work with internal stakeholders to define and implement operational improvements.
Customer Focus: Champion initiatives that reduce customer effort and improve experience.
Adaptability: Respond quickly to changing priorities, launches, and operational needs.

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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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