Senior Manager of Customer Support Operations, Roku
Convenient and affordable TV streaming players
Be an early applicant
Convenient and affordable TV streaming players
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide its users with a more convenient and cost effective way of watching the programs they love.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
According to Nielsen data, the average streamer spends over seven minutes searching for something to watch. Streaming services use customers' viewing history to make suggestions, but these are limited to programs licensed for that particular service.
Roku provides an integrated streaming service that offers TV channels, movies and third-party streaming services, resulting in an all-in-one streaming platform. The service can be accessed through a variety of customized subscription packages and fees.
Roku stands out in the streaming industry by bringing many competitors together in one package. The startup provides further innovative services such as a weekly TV series named 'Roku Recommends' which uses first-party data to recommend essential viewing to users. Alongside funding filmmakers through its "Change Makers Program", Roku also acquired its own original library of shows through its acquisition of now-defunct Quibi's library in 2021. After successful collaborations with TCL and Hisense, the first in-house "Roku Television" was released in 2023, further exemplifying the streaming company's wider ambitions in the media sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2016
$45.5m
LATE VC
Nov 2015
$45.5m
SERIES H
Total funding: $247.8m
Company benefits
- Medical, wellness and financial benefits
- Unlimited paid time off policy
- Work from home opportunities
- Free snacks and access to the company fitness center
Company HQ
Newhall, San Jose, CA
Leadership
Anthony Wood
(CEO)Studied Engineering at Texas A&M before founding their first company in 1986. They held VP roles at both Adobe and Netflix.
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