Senior Customer Support Operations Manager

Who you are

You have a proven track record in customer support operations, ideally with 5+ years of experience managing outsourced support teams. You thrive in environments where you can drive process improvements and optimize workflows, ensuring that customers receive the best possible support. Your analytical mindset allows you to leverage data to inform decisions and enhance service delivery. You are a strong communicator, capable of collaborating effectively with internal stakeholders and external partners to achieve operational excellence. You understand the importance of standardizing processes and are skilled at designing efficient workflows that scale with business growth. You are adaptable and can navigate the challenges of a fast-paced environment, always looking for ways to improve the customer experience.

Desirable

Experience in the tech or streaming industry is a plus, as is familiarity with customer experience platforms and analytics tools. You may have a background in project management or operations strategy, which will help you excel in this role.

What you'll do

In this role, you will lead the operational strategy for Roku's customer support, focusing on optimizing processes and workflows across our outsourced partners. You will collaborate closely with various teams, including CX Platform Strategy, Readiness, and Analytics, to ensure that our support operations are efficient and effective. Your responsibilities will include designing and implementing process improvements that enhance the customer experience and drive operational efficiency. You will analyze performance metrics and reporting to identify areas for improvement and ensure that our partners deliver high-quality support. You will also be responsible for training and onboarding new partners, ensuring they understand our processes and standards. As a hands-on leader, you will be involved in day-to-day operations, providing guidance and support to your team and partners. You will work to foster a culture of continuous improvement, encouraging feedback and innovation from your team.

What we offer

At Roku, you will be part of a fast-growing public company where your contributions are valued. We offer a collaborative work environment that encourages you to take initiative and make a difference. You will have the opportunity to work with a talented team dedicated to delivering exceptional customer support. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to change how the world watches TV and make a meaningful impact on millions of customers worldwide.