Senior Customer Support Operations Manager

Roku • Austin, TX

75d

About The Position

Roku is seeking a hands-on Sr Customer Support Operations Manager to lead operational excellence across our outsourced support network. You’ll own process design, workflow optimization, and reporting, working closely with internal stakeholders to define improvements that BPO partners execute. This role is ideal for someone who thrives in a fast-paced, data-driven environment and enjoys turning operational insights into action.

Requirements

• 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.

Nice To Haves

• Experience with consumer hardware devices such as streaming players and smart TVs is preferred but not required.
• Experience with Salesforce and Zendesk is preferred.
• Looker or Tableau experience preferred but not required.

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.

Benefits

• Global access to mental health and financial wellness support and resources.
• Healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).
• Time off work for vacation and other personal reasons.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree