Director, Payments & Commerce Platform Operations

Roku•San Jose, CA

23h•$257,496 - $304,500•Hybrid

About The Position

The Director, Platform Operations – Payments & Commerce owns the operating model, governance framework, and operational strategy for Roku's Commerce Platform organization. The role drives execution discipline and operational readiness across a global payments and commerce ecosystem, establishing governance frameworks, operating cadences, and executive reporting to align teams and maintain accountability across payment methods, processing, payouts, billing, and financial platform systems. This leader partners closely with Product, Engineering, Payments, Financial Platform, Revenue Operations, Compliance, and external partners to turn organizational strategy into measurable operational outcomes. The Director sets strategic priorities and manages tradeoffs across governance, execution, incident management, and organizational scalability, with leadership oversight of vendor management, fraud program operations, and payments analytics as the function develops. The role leads the TPM organization supporting Commerce Platform initiatives and mentors and manages the growing Commerce Platform Operations team. It is a high-visibility leadership position responsible for consistent execution, operational transparency, and platform resiliency at scale.

Requirements

10+ years of experience in operations, technical program management, platform operations, or business operations, including 3+ years in a people leadership or organizational leadership role.
Holistic understanding of the payments ecosystem, including payment methods, processing/acquiring, settlement, payouts, billing/invoicing, chargebacks, fraud and risk operations, and regulatory/compliance considerations.
Proven track record building and running governance frameworks, operating cadences, and executive reporting mechanisms for a complex, multi-team technical organization.
Experience operating in or alongside platform/infrastructure organizations supporting commerce, payments, or financial systems at scale.
Strong cross-functional leadership skills, with the ability to align Product, Engineering, Payments, Financial Platform, Revenue Operations, and Compliance stakeholders.
Demonstrated experience with incident and escalation governance, risk management, and operational resiliency practices.
General working knowledge of vendor management, fraud program operations, and payments analytics, with the ability to lead teams across these functions.
Excellent executive communication skills, including experience presenting operational strategy, risks, and performance insights to senior leadership.
Direct experience in payments operations, fintech operations, or financial platform operations such as payment gateways, processors, payouts platforms, or billing systems.
Bachelor's degree in Business, Finance, Engineering, or a related field, or equivalent practical experience.

Nice To Haves

Experience operating within a streaming, media, ad-tech, or consumer platform environment.
Experience standing up or scaling a centralized operations/governance function from the ground up.
Familiarity with launch readiness, peak-event readiness, and platform resiliency programs.
PMP, Six Sigma, or equivalent program/process management certification.

Responsibilities

Own the Commerce Platform organization's operating model, governance framework, and organizational standards, including operating mechanisms, decision-making processes, and governance reviews.
Lead portfolio governance for strategic initiatives, including portfolio reviews, program prioritization, and resource visibility across the Commerce Platform ecosystem.
Provide executive visibility into execution progress, risk, and organizational performance through KPI governance, executive reporting, and leadership updates.
Establish and run the organization's operating cadence, including leadership reviews, business reviews, governance forums, and organizational planning rhythms.
Maintain platform health monitoring and coverage in partnership with the NOC/monitoring team to ensure consistent visibility into system status.
Drive cross-functional accountability across Product, Engineering, Operations, Payments, and Financial Platform, resolving ownership gaps and adjudicating prioritization conflicts.
Lead the TPM organization supporting Commerce Platform initiatives across Payments, Financial & Regulatory Compliance, Commerce Systems, and platform modernization programs.
Own incident management and operational readiness practices across the Commerce Platform, including incident governance, escalation management, postmortems, and root cause reviews.
Drive operational maturity and continuous improvement, including process standardization, governance optimization, and scalability planning.
Lead defect and backlog governance, including bug prioritization, aging management, and execution accountability across the platform.
Provide leadership oversight across adjacent functions supporting the payments ecosystem, including vendor management, fraud program operations, and payments analytics.
Partner with Payments, Financial Platform, Revenue Operations, and Compliance stakeholders to ensure consistent execution, operational transparency, and platform resiliency.
Support launch readiness and peak-event readiness for commerce-critical systems and initiatives, coordinating go-live governance and operational readiness validation.
Mentor, guide, and manage the Commerce Platform Operations team as the organization scales.