Senior Customer Experience Manager

Position Overview

Roku is seeking a proactive and detail-oriented Senior Customer Experience Manager to oversee technical support operations for Roku TV (1PTV) and OS platforms. This role is critical in ensuring an exceptional customer experience by driving issue resolution, optimizing processes, and fostering cross-functional collaboration.

Key Responsibilities

• Lead the triage and resolution of customer-reported issues with timely escalation and effective handling.
• Develop and maintain technical troubleshooting documentation for both internal and external stakeholders.
• Identify gaps in Tier 2 processes and collaborate with Operations to reinforce handling procedures.
• Scope requirements and support new product launches through active participation in alpha/beta testing and cross-team collaboration.
• Leverage dashboards and analytics to monitor metrics, conduct root cause analysis, and drive actionable improvements.
• Champion self-service excellence by developing scalable solutions such as FAQs and automated workflows.
• Advocate for customer needs and build strong relationships across teams to drive forward-looking improvements.

Required Qualifications

• 5+ years in a Customer Support or Call Center environment.
• Bachelor's degree or equivalent experience in a related field.
• Expertise in networking, broadband, home theater devices, streaming technology, mobile OS, and apps.
• Strong knowledge of A/V setup, device configuration, and troubleshooting.
• Experience with audio/video streaming and resolving common issues.
• Background in creating training materials and process documentation.
• Analytical mindset with the ability to interpret data, identify trends, and drive actionable solutions.
• Proficiency with tools such as Jira, Confluence, Zoom, Slack, and Zendesk.

Benefits & Perks

• Global access to mental health and financial wellness support and resources.
• Healthcare benefits including medical, dental, and vision coverage.
• Comprehensive insurance covering life, accident, disability, and commuter options.
• Retirement plans such as 401(k)/pension alongside generous vacation and personal time off.