Product Manager, Platform Customer Care

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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 fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers worldwide while gaining meaningful experience across a variety of disciplines. About the role We are seeking a Product Manager for our Platform Customer Care organization. This position will work closely with a cross-functional team of software engineers, product managers, user experience designers, and customer experience leaders to get products developed, tested, and released on schedule. You will be responsible for managing overall product schedules, communication across functional teams, and providing status to a wide audience within Roku. The successful candidate will be an energetic team player who can immediately inform the customer experience roadmap. What you'll be doing Work with partners in business, engineering, and analytics to define, build and launch products/platform features for Platform Customer Care Create operational metrics to measure impact on customer experience of product enhancements Maintain a backlog that reflects the priority of work, ensures user stories are clear help resolve product questions. Define and develop A/B test frameworks Own decisions within your product remit and lead what & when to roll out based on analytics and customer sentiment Launch product improvements on a global scale Lead cross-functional teams to define and execute innovative ideas that improve customer lifetime value Communicate your vision and strategy broadly throughout the organization We're excited if you have 5+ years of product management experience, ideally within the Customer operations or experience space Proficient at creating and tracking complex development schedules Experience working with CRMs (Zendesk, Salesforce) and other CS tools (NiceInContact, Five9, Khoros, Coveo, etc). Capacity to own and execute multiple projects simultaneously Proven ability to achieve results in a fast-moving and dynamic environment Experience driving projects toward clear business goals, testable hypotheses, and action-oriented outcomes Working knowledge of project management (agile / scrum) skills & tools Strong communication and interpersonal skills Bachelor's degree in Engineering, Business or related discipline required The Roku Culture 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