📍 Job Overview

Job Title: Senior Manager, Customer Support Operations
Company: Roku
Location: Austin, Texas
Job Type: On-site
Category: Management
Date Posted: June 25, 2025
Experience Level: 10+ years

🚀 Role Summary

Strategic Leadership: Develop and execute outsourcing strategies to support Roku's expanding customer base across various products and services.
Team Management: Lead and develop a team of operations and training managers, ensuring readiness for new product launches and driving operational performance.
Global Operations: Oversee multiple outsourced call centers worldwide, ensuring consistent performance and operational excellence.
Performance Optimization: Establish, monitor, and analyze key operating metrics to drive continuous improvement in operational performance.
Contract Management: Negotiate and manage statements of work with outsourcing partners, ensuring alignment on performance expectations, incentives, and penalties.

📝 Enhancement Note: This role requires a strong background in global support operations, outsourcing, and contract management to effectively drive operational excellence and customer satisfaction for Roku's diverse product portfolio.

💻 Primary Responsibilities

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 and 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.

🎓 Skills & Qualifications

Education: Bachelor’s degree (B.A., B.S.) or equivalent professional experience.

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.
10+ years of proven experience in managing technical and account/billing customer support operations via outsourcing, with a deep understanding of the BPO model and partner landscape.
Expertise in defining business requirements and negotiating statements of work with outsourcing partners to drive alignment and accountability.
Strong commitment to improving customer experiences and reducing the need for assisted support through innovative solutions.
Familiarity with streaming devices, SVOD/AVOD models, and platforms is preferred.
Exceptional analytical skills with the ability to interpret complex performance and customer data to inform strategic decisions and drive innovation.
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.

Required Skills:

Strategic leadership and business acumen
Team management and development
Global operations management
Performance optimization and metric analysis
Contract negotiation and management
Customer-centric mindset and culture development
Operational review and improvement planning
Innovation and best practice implementation
Cross-functional collaboration and stakeholder management
Budget oversight and financial discipline

Preferred Skills:

Experience with streaming devices and platforms
Familiarity with AI technologies in customer support
Strong communication and presentation skills
Ability to work in a fast-paced, dynamic environment

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $150,000 - $200,000 per year (based on market research for Senior Manager roles in Austin, TX, with a focus on customer support operations and outsourcing experience)

Benefits:

Healthcare (medical, dental, and vision)
Life, accident, and disability insurance
Retirement options (401(k)/pension)
Commuter benefits
Global access to mental health and financial wellness support and resources
Vacation time

Working Hours: Full-time, 40 hours per week

📝 Enhancement Note: The salary range provided is based on market research for Senior Manager roles in Austin, TX, with a focus on customer support operations and outsourcing experience. Roku offers a comprehensive benefits package to support employees and their families.

🎯 Team & Company Context

Company Culture: Roku is committed to offering a diverse range of benefits as part of its compensation package to support its employees and their families. The company fosters a fast-paced environment where everyone is focused on the company's success rather than their own. Roku values problem-solvers who can act boldly, move fast, and accomplish extraordinary things through collaboration and trust.

Industry: Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, with a mission to be the TV streaming platform that connects the entire TV ecosystem. The company connects consumers to the content they love, enables content publishers to build and monetize large audiences, and provides advertisers unique capabilities to engage consumers.

Company Size: Roku is a large company with a global footprint, offering opportunities for career growth and development.

Founded: Roku was founded in 2002 and has grown to become a leading TV streaming platform.

Team Structure:

The Customer Support team is responsible for ensuring seamless customer experiences by detecting, escalating, and resolving issues with Roku products and services.
The Senior Manager, Customer Support Operations, will lead and manage a team of operations and training managers, ensuring readiness for new product launches and driving operational performance.

Development Methodology:

Roku follows a pragmatic approach to innovation, focusing on action and delivering solutions to customers.
The company uses Agile methodologies for product development and continuous improvement.

Company Website: Roku Website

📝 Enhancement Note: Roku's company culture emphasizes problem-solving, collaboration, and a customer-centric approach. The company's industry and size offer opportunities for career growth and development in customer support operations and outsourcing.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Manager, Customer Support Operations is a strategic leadership role responsible for driving operational excellence and customer satisfaction for Roku's diverse product portfolio. This role requires a strong background in global support operations, outsourcing, and contract management.

Reporting Structure: The Senior Manager, Customer Support Operations will report directly to the Vice President of Customer Support and will oversee a team of operations and training managers.

Technical Impact: This role has a significant impact on Roku's customer support operations, ensuring seamless customer experiences and driving operational excellence across multiple outsourced call centers worldwide.

Growth Opportunities:

Career Progression: With Roku's growing customer base and expanding product portfolio, there are opportunities for career progression into more senior roles within the Customer Support organization or other functions within the company.
Technical Skill Development: As Roku continues to innovate and adopt emerging technologies, there are opportunities for the Senior Manager, Customer Support Operations to develop their technical skills and stay up-to-date with industry trends.
Leadership Development: This role offers opportunities for leadership development and mentoring, as the Senior Manager, Customer Support Operations will be responsible for managing and developing a team of operations and training managers.

📝 Enhancement Note: Roku's growing customer base and expanding product portfolio offer opportunities for career progression and technical skill development in customer support operations and outsourcing. The company's commitment to innovation and emerging technologies provides a dynamic environment for professional growth.

🌐 Work Environment

Office Type: Roku's office is a fast-paced, collaborative environment where employees work together to drive the company's success. The company values problem-solvers who can act boldly, move fast, and accomplish extraordinary things through collaboration and trust.

Office Location(s): Roku's headquarters are in Los Gatos, California, with additional offices in Cambridge, Massachusetts; New York, New York; and Toronto, Ontario. The Senior Manager, Customer Support Operations role is based in Austin, Texas.

Workspace Context:

Roku's offices are designed to foster collaboration and innovation, with open workspaces and plenty of natural light.
The company provides employees with the tools and resources they need to succeed, including modern hardware, software, and access to relevant training and development opportunities.
Roku's work environment encourages employees to take ownership of their work and make a meaningful impact on the company's success.

Work Schedule: Full-time, 40 hours per week, with the possibility of occasional travel to maintain strong relationships with outsourced call centers and drive alignment.

📝 Enhancement Note: Roku's work environment is fast-paced and collaborative, with a focus on driving the company's success. The company's commitment to providing employees with the tools and resources they need to succeed, along with its emphasis on professional development and growth, creates an engaging and dynamic work environment.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, qualifications, and fit with Roku's company culture.
On-site Interview: A series of on-site interviews with key stakeholders, including the Vice President of Customer Support, team members, and other senior leaders. The interview will focus on the candidate's strategic leadership experience, team management skills, and global operations management expertise.
Case Study Presentation: Candidates will be asked to present a case study demonstrating their ability to drive operational excellence and customer satisfaction in a global outsourcing environment.
Final Decision: The hiring team will make a final decision based on the candidate's qualifications, fit with Roku's company culture, and potential for growth and development within the organization.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for the Senior Manager, Customer Support Operations role is designed to assess the candidate's strategic leadership experience, team management skills, and global operations management expertise. The case study presentation provides an opportunity for candidates to demonstrate their ability to drive operational excellence and customer satisfaction in a global outsourcing environment.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

Roku values a collaborative work environment where employees work together to drive the company's success.
The company encourages open communication, active listening, and constructive feedback to foster a culture of continuous improvement and innovation.
Roku's culture emphasizes problem-solving, acting boldly, moving fast, and accomplishing extraordinary things through collaboration and trust.

📝 Enhancement Note: Roku's collaborative work environment emphasizes open communication, active listening, and constructive feedback to foster a culture of continuous improvement and innovation. The company's commitment to problem-solving, acting boldly, moving fast, and accomplishing extraordinary things through collaboration and trust creates a dynamic and engaging work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing multiple outsourced call centers across the globe, ensuring consistent performance and operational excellence.
Driving continuous improvement in operational performance metrics, partnering closely with call center leadership.
Cultivating a customer-centric culture that aligns with Roku's purpose to keep customers connected and delighted with the company's platform, products, and services.
Leveraging AI technologies such as predictive analytics, automated responses, and sentiment analysis to enhance efficiency, improve customer experiences, and drive continuous improvement.

Learning & Development Opportunities:

Career Progression: With Roku's growing customer base and expanding product portfolio, there are opportunities for career progression into more senior roles within the Customer Support organization or other functions within the company.
Technical Skill Development: As Roku continues to innovate and adopt emerging technologies, there are opportunities for the Senior Manager, Customer Support Operations to develop their technical skills and stay up-to-date with industry trends.
Leadership Development: This role offers opportunities for leadership development and mentoring, as the Senior Manager, Customer Support Operations will be responsible for managing and developing a team of operations and training managers.

📝 Enhancement Note: Roku's growing customer base and expanding product portfolio offer opportunities for career progression and technical skill development in customer support operations and outsourcing. The company's commitment to innovation and emerging technologies provides a dynamic environment for professional growth.

💡 Interview Preparation

Technical Questions:

Strategic Leadership: Questions focusing on the candidate's experience in developing and executing outsourcing strategies, managing global operations, and driving operational excellence.
Team Management: Questions assessing the candidate's ability to lead and develop a team of operations and training managers, ensuring readiness for new product launches and driving operational performance.
Global Operations Management: Questions evaluating the candidate's experience in overseeing multiple outsourced call centers, ensuring consistent performance and operational excellence, and driving alignment with Roku's strategic goals.
Performance Optimization: Questions examining the candidate's ability to establish, monitor, and analyze key operating metrics to drive continuous improvement in operational performance, partnering closely with call center leadership.

Company & Culture Questions:

Company Fit: Questions designed to assess the candidate's fit with Roku's company culture, values, and commitment to driving operational excellence and customer satisfaction.
Customer-Centric Mindset: Questions focusing on the candidate's ability to cultivate a customer-centric culture that aligns with Roku's purpose to keep customers connected and delighted with the company's platform, products, and services.
Innovation & Best Practices: Questions evaluating the candidate's experience in identifying, sharing, and implementing 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.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview preparation for the Senior Manager, Customer Support Operations role focuses on assessing the candidate's strategic leadership experience, team management skills, global operations management expertise, and fit with Roku's company culture and values. The interview process is designed to evaluate the candidate's ability to drive operational excellence, customer satisfaction, and continuous improvement in a global outsourcing environment.

📌 Application Steps

To apply for this Senior Manager, Customer Support Operations position at Roku:

Submit Your Application: Visit the Roku Careers page and search for the job title "Senior Manager, Customer Support Operations." Click on the job listing and follow the instructions to submit your application.
Prepare for the Phone Screen: Review the job description and be prepared to discuss your qualifications, experience, and fit with Roku's company culture during the brief phone call.
Research Roku: Familiarize yourself with Roku's products, services, and company culture to demonstrate your enthusiasm and understanding of the role and the company.
Prepare for the On-site Interview: Review the case study presentation guidelines and prepare a compelling case study that showcases your ability to drive operational excellence and customer satisfaction in a global outsourcing environment.
Practice Your Interview Skills: Rehearse your responses to common interview questions and practice presenting your case study to ensure a confident and engaging performance during the on-site interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Sr. Manager, Customer Support Operations