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Roku · 3 weeks ago

Senior Customer Support Operations Manager

Austin, TX

Full-time

Hybrid

Senior Level

7+ years exp

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, aiming to connect consumers to their favorite content. The Senior Customer Support Operations Manager will lead operational excellence across outsourced support networks, focusing on process design, workflow optimization, and data-driven improvements.

AdvertisingAdvertising PlatformsConsumer ElectronicsDigital EntertainmentDigital MediaHardwareMedia and EntertainmentSoftwareVideo Streaming

Comp. & Benefits

Responsibilities

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

Qualification

Customer operations experienceWorkflow optimizationCS technology platformsAnalytics collaborationSalesforce experienceZendesk experienceDashboard creationAnalytical skillsProblem-solving skillsCommunication skillsCross-functional collaborationAdaptability

Required

7+ years of experience in customer operations, CX leadership, or contact center management, including working directly with outsourced partners

Strong knowledge of CS technology platforms (CRM, telephony, analytics) and experience optimizing workflows using these tools

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

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