Senior Customer Experience 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.

About the team

Our team is dedicated to ensuring seamless customer experiences by detecting, escalating, and resolving issues with Roku products and services. With a mission to keep customers connected and delighted with Roku.

About the Role

Roku is seeking a proactive and detail-oriented Senior Customer Experience Manager to oversee technical support operations for Roku TV (1PTV) and OS platforms. This role is critical in ensuring an exceptional customer experience by driving issue resolution, optimizing processes, and collaborating across teams to address challenges. The ideal candidate will excel in technical problem-solving, strategic planning, and fostering cross-functional partnerships. Additional insights into the role included below :

Data-Driven Decision Making : Analyze trends to drive actionable improvements

Customer Advocacy : Represent customer voices to prioritize impactful solution

Adaptability : Respond effectively to evolving technology and customer needs

Self-Service Excellence : Develop scalable solutions to empower customers

What youll be doing

Triage & Troubleshooting

• Lead the triage and resolution of customer-reported issues, ensuring timely escalation and effective handling across lines of business
• Develop and maintain detailed technical troubleshooting documentation for internal and external stakeholders
• Identify and address gaps in Tier 2 handling processes, collaborating with Operations for reinforcement
• Provide guidance on escalated or complex issues, empowering Tier 2 teams to self-serve through enhanced documentation

Product & Feature Launch

Sustaining Operations

Leadership & Collaboration

Were excited if you have

#LI-DH2

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k) / pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.?

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.?

To learn more about Roku, our global footprint, and how we've grown, visit https : / / www.weareroku.com / factsheet .

By providing your information, you acknowledge that you want Roku to contact you about job roles, that you have read Roku's Applicant Privacy Notice , and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future, you may unsubscribe here at any time.