Director, Platform Operations – Payments & Commerce

Roku•San Jose, CA

2d•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, driving execution discipline and operational readiness across a payments and commerce ecosystem that supports global commerce operations. This leader builds and runs governance frameworks, operating cadences, and executive reporting mechanisms that keep a complex, multi-team organization aligned and accountable across payment methods, processing, payouts, billing, and financial platform systems. The role requires deep partnership across Product, Engineering, Payments, Financial Platform, Revenue Operations, Compliance, and external partners to translate organizational strategy into measurable operational outcomes. This individual owns strategic prioritization and tradeoffs across governance, execution, incident management, and organizational scalability while also carrying leadership oversight across vendor management, fraud program operations, and payments analytics as the function matures. The Director leads the TPM organization supporting Commerce Platform initiatives and mentors and manages the growing Commerce Platform Operations team. This is a high-visibility leadership role that serves as the connective tissue across Roku's Commerce Platform, ensuring 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
Experience operating within a streaming, media, ad-tech, or consumer platform environment
Bachelor's degree in Business, Finance, Engineering, or a related field, or equivalent practical experience

Nice To Haves

Experience standing up or scaling a centralized operations/governance function from the ground up is a plus
Familiarity with launch readiness, peak-event readiness, and platform resiliency programs is a plus
PMP, Six Sigma, or equivalent program/process management certification is a plus

Responsibilities

Own the operating model, governance framework, and organizational standards for the Commerce Platform organization, including operating mechanisms, decision-making processes, and governance reviews
Lead portfolio governance across 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 organizational 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