Senior Manager, AV Technical Support

Roku-posted 2 months ago
$166,000 - $185,000/Yr
Full-time • Senior
San Jose, CA
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As the Senior Manager, AV & Events Technology, you will develop strategy, lead a high-performing global team, and oversee service delivery for in-room AV, live streaming, and executive-level productions. You will partner closely with Productivity Tools, IT/Network, Workplace Services/Facilities, and Communications to standardize platforms, elevate hybrid experiences, and run the portfolio like a business.

  • Set the multi-year AV & Events strategy and roadmap across conference rooms, executive spaces, studios, and internal event production, balancing reliability, innovation, accessibility, and total cost of ownership.
  • Own service delivery and SLAs for conference room uptime, incident response, live streaming/recording, and large internal events (e.g., all hands, town halls), with playbooks, rehearsals, on call, and post mortems.
  • Lead and develop a global team of AV engineers, technicians, and event producers; hire, coach, set goals, and build career paths and succession plans.
  • Standardize room and control platforms (endpoints, codecs, DSP, control stacks) and partner with IT/Network on QoS, monitoring, alerting, and capacity planning.
  • Deliver executive-grade productions with broadcast-quality audio, video, lighting, graphics, and redundancy; coordinate run of show with Communications and executive staff.
  • Run the portfolio like a business: own budgets and forecasts, vendor strategy and SOWs, asset lifecycle, utilization, and ROI; evaluate in-house vs. partner tradeoffs.
  • Establish operational excellence: SOPs, commissioning/acceptance for new rooms, maintenance schedules, asset tracking, change control, and problem management.
  • Drive hybrid event innovation: interactive Q&A, live captioning/translation, VOD, and engagement analytics; ensure accessibility standards and inclusive practices.
  • Partner on buildouts and renovations with Workplace Services/Facilities and design partners; define AV specifications, review design submittals, and lead testing/commissioning to acceptance.
  • Report outcomes and insights through dashboards and executive updates; use operational data to improve experience, reliability, and efficiency.
  • 10+ years in AV/event production, including 5+ years leading teams in enterprise, broadcast, agency, or higher ed environments; proven delivery of high-visibility executive events.
  • Deep technical fluency in audio, video, lighting, control systems, room standards, streaming workflows, and hybrid platforms; able to direct troubleshooting and set standards.
  • Program leadership across portfolio planning, budget ownership, vendor management, SOWs, and cross-functional stakeholder alignment.
  • Operational rigor with SLAs, incident and problem management, change control, and a continuous improvement culture.
  • Executive presence and crisp communication; calm under pressure with a customer experience mindset.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (or equivalent experience).
  • AVIXA CTS (CTSD a plus) and project/program credentials (e.g., PMP/ITIL).
  • Health insurance
  • Equity awards
  • Life insurance
  • Disability benefits
  • Parental leave
  • Wellness benefits
  • Paid time off
  • Global access to mental health and financial wellness support and resources
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