Senior Customer Experience Manager

Customer Support | Austin, United States | ID: 10454 

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Senior Customer Experience Manager

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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 you’ll 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 

  • Scope requirements for new product launches, including documentation, process, and tool enhancements
  • Actively participate in alpha/beta testing phases to validate product readiness and identify potential issues
  • Collaborate with product managers, engineers, and PGMs to gather insights and advocate for customer needs
  • Facilitate reverse engineering efforts with customers to streamline testing and defect resolution

Sustaining Operations 

  • Partner with Training & Operations teams to maintain and exceed operational KPIs, addressing complex technical issues and filling process gaps
  • Leverage dashboards and analytics to identify trends in metrics such as RMA, CSAT, and contact rates, driving actionable improvements
  • Conduct root cause analysis with cross-functional teams to optimize workflows and address customer pain points
  • Champion self-service excellence by developing scalable solutions like FAQs and automated workflows to reduce customer friction

Leadership & Collaboration 

  • Advocate for customers by representing their needs in cross-functional discussions to prioritize impactful solutions
  • Build strong relationships across teams and foster collaboration to achieve shared goals
  • Drive forward-looking improvements by anticipating future needs and scoping deliverables
  • Demonstrate adaptability in responding to evolving customer expectations and technological changes

 

We’re excited if you have 

  • 5+ years working in a Customer Support or Call Center environment 
  • Bachelor's degree or equivalent experience in a related field
  • Expertise in networking, broadband, home theater devices, streaming technology, mobile OS, and apps
  • Strong knowledge of A/V setup and configuration, device connections, and troubleshooting
  • Experience with audio and video streaming over the internet and troubleshooting to resolve common issues
  • Background in creating training materials and process documentation
  • Analytical mindset with the ability to interpret data, identify trends, and drive actionable solutions
  • Proficiency with tools such as Jira, Confluence, Zoom, Slack, and Zendesk
  • Experience leveraging analytics to inform decision-making and improve processes
#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.

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Thanks for considering a role at Roku. Take a moment to complete the form below. We ask that you remove any photos from your resume or CV before submitting your application. 

Additionally, providing false, misleading, or inaccurate information or responses will void this application and disqualify you from consideration. If employed by Roku, it will result in the immediate termination of employment regardless of when Roku discovers misleading or inaccurate information.

 

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Accommodations

Roku complies with federal and state disability laws and it is our policy to provide reasonable accommodations to qualified individuals, including applicants and employees, with disabilities unless the accommodation will impose an undue hardship. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to EmployeeRelations@Roku.com.

Roku considers qualified applicants regardless of criminal histories, consistent with legal requirements.

Anti-Discrimination Notice

Roku is proud to be an Equal Opportunity employer. It is the Company’s policy to provide equal opportunity to all individuals seeking employment without regards to race, color, religion, religious creed, national origin, age, sex, marital status, ancestry, physical or mental disability, military or veteran status, gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, or any other protected category under federal, state, or local law. Roku also prohibits harassment or discrimination of applicants based on any of the above-listed protected categories. This policy covers all aspects of employment, including but not limited to, recruitment, selection, training, promotion, transfer, compensation, demotion, and termination of employment.

 

Voluntary Invitation to Self-Identify

This is not required to submit your application.

Completion of the form is entirely voluntary, and refusal to provide the information will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable local, state, and federal law, executive orders, and regulations.

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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 at any time.

Thank you for applying for a role at Roku! We appreciate your interest in joining our team. We have received your application and will review it thoroughly.

Join our Talent Community

Not You?

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 at any time.

Thank you for your interest in joining our talent community at Roku! We appreciate your time and effort in submitting your contact information. We'll keep you updated on future opportunities that match your skills and experience.

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