Technical Operations Manager

Roku • Toronto, ON

1d • $113,000 - $146,000 • Hybrid

About The Position

Roku is seeking a Technical Operations Manager to lead a team of engineers responsible for the health and stability of The Roku Channel (TRC), live and on-demand content pipelines, ad delivery, and the user-facing experience across all Roku platforms. This role involves real-time issue triaging, owning major launch execution, and building the tooling and automation necessary for Roku to operate at scale. The manager will oversee a global, 24/7 team, ensuring platform issues are monitored, triaged, and resolved efficiently. This position requires a leader comfortable with both deep dives into production incidents and managing cross-functional launch war rooms, with responsibilities including managing SLAs, owning launch readiness for high-visibility events, driving automation, and serving as an escalation point for various partner teams.

Requirements

• 5+ years of experience in technical or platform operations within a streaming, media, or consumer technology environment
• 2+ years of leading technical teams, including geographically distributed or contractor-based teams
• Deep familiarity with ad delivery operations, including monitoring ad fill rates and working across SSAI and client-side ad insertion workflows
• Hands-on experience with monitoring and alerting tools such as Datadog, PagerDuty, or equivalent platforms
• Proven ability to lead high-pressure incident triage and cross-functional escalation across engineering and business teams
• Experience managing launch readiness for live or high-profile events, including war room coordination and runbook ownership
• Strong understanding of CDN architecture and capacity planning in a video streaming context
• Ability to translate technical issues into clear business impact for non-technical stakeholders
• Track record of building or improving automation to reduce manual operational overhead
• Excellent communication and prioritization skills in a fast-paced, always-on environment
• Willingness to support on-call coverage, including evenings and weekends for critical launches or incidents
• Bachelor's degree or equivalent work experience
• Willingness to work flexible hours, including evenings and weekends, to meet project deadlines and support critical operations.

Responsibilities

• Lead and develop a team of Technical Operations Engineers across multiple time zones, including global contractors
• Oversee 24/7 platform monitoring through the Technical Operations Control Center (TOCC), ensuring alerts are triaged and escalated with urgency and accuracy
• Own the end-to-end incident management process — from initial triage through escalation, stakeholder communication, resolution, and post-mortem
• Manage and enforce SLAs across priority tiers, ensuring Engineering and business stakeholders are kept informed throughout issue lifecycles
• Lead war room execution for P0/P1 launches, driving readiness reviews, runbook preparation, and day-of coordination with cross-functional teams
• Coordinate CDN and internal infrastructure capacity planning in advance of high-visibility events, maintaining relationships with CDN partners
• Partner with Engineering to prioritize production bugs, advocate for platform stability improvements, and reduce operational toil
• Drive automation initiatives that reduce manual monitoring, streamline escalation workflows, and improve team efficiency at scale
• Collaborate closely with Content Operations, Live Operations, Advertising Operations, Platform Operations, and Engineering to ensure smooth content delivery and issue resolution across all platforms
• Represent Technical Operations in cross-functional launch planning, ensuring the team is engaged 30 days prior to major events
• Define and maintain escalation paths, runbooks, and operational documentation for the team

Benefits

• 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
• statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree