Senior Product Manager, Customer Support Technology

Job description

Roku is changing how the world watches TV Roku is the #1 TV streaming platform in the U.S., and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable and valued contribution. We're a public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world, while gaining meaningful experience across a variety of disciplines. About the role Roku is looking for a Sr. Product Manager to facilitate the execution of our customer service strategy by defining and driving the roadmap for Roku's customer support technology platform. This platform enables users to quickly find solutions to their own problems and questions, and provides the tools and systems used by our customer service agents to resolve customer contacts. The vision is to build out a compelling personalized, predictive and intelligent customer experience across Roku devices, web, mobile, and agent handled contacts. In this role, you will understand customer segments based on quantitative and qualitative data and have the experience to design and support customer journeys across all touch points in order to deliver an exceptional customer experience. You will leverage your strong product management experience to identify needs and disruption opportunities. You will also work with multiple stakeholders within Roku, to gather requirements, prioritize initiatives and lead roadmaps to execute the strategy. What you'll be doing Own the strategy for customer support self-service, automation and agent tooling with specific metric targets, focusing on both increasing customer satisfaction and reducing support costs. Drive execution of roadmaps derived from the strategy. Be an expert on state-of-the-art customer support technologies used to power self-service, automation, and call center operations. Work with other teams within Roku to understand the top issues facing consumers and get specific improvements into our product roadmap to help our customers and CS agents solve the problems. Author product requirements that enable teams to develop products in a timely fashion. Work with Product, Engineering and Customer Support teams to ensure customer support for product launches and feature releases are seamless, relevant and effective. Optimize the entire funnel of customers seeking support with proactive user education and messaging, clear diagnostic and error messaging design, and a set of self-help tools designed to delight customers. Periodically communicate health of business to upper management. We're excited if you have BA/BS degree in Information Systems, Computer Science, Business, related fields, or equivalent practical experience. 5+ years' experience in product management building and shipping impactful customer-facing products. Prior exposure to and knowledge of customer support related tools and systems preferred. Ability to translate business strategy and customer needs into product requirements. Strong focus on metrics and KPIs and applying data to all decision making. Understanding of A/B testing design and execution. Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. #LI-JC1