Senior Customer Support Operations Manager

Senior Customer Support Operations Manager

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.

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.

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.

• 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.

• 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.

• 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…