Senior TPM @ Roku | Simplify Jobs

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US and Mexico, 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 around the world while gaining meaningful experience across a variety of disciplines.

About the Role 

The Partner Management team is looking for a skilled support engineer to help support content partners. As a member of the subscription support technical team, you’ll focus on supporting Roku direct-to-consumer subscription partners to investigate, triage and resolve their production issues, develop tools, innovative features and capabilities to global Roku partners. In addition, demonstrate the Roku platform subscription functionality to new and existing partners through live demos and sample applications and support the Partner Management team in ensuring overall success of all Roku content partners. 

For California Only - The estimated annual salary for this position is between $148,000 - $220,000 annually.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.

This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

About the Team

The Partner Management team’s mission is to guide our content partners to imagine, develop, and publish best in class video apps and experiences. As the main point of contact for platform, product and technical topics, we partner closely with content publishers, 3rd party developers, and cross-functional teams within Roku, including Content Acquisition, Partner Growth, Payments, Advertising, Partner Initiatives, Product and Engineering. In addition to facilitating onboarding and channel launches across the world, we help partners build channels that delight customers while ensuring compliance to Roku’s platform and business requirements.

What You’ll Be Doing

Partners Subscription Issue Management
- Preliminary investigation of subscription issues reported by consumers and partners
- Gather data, collaborate with cross-functional teams (Partner Engineering, Core Engineering, Product etc.) to investigate and help resolve issues.
- Verify the fix / remediation in collaboration with engineers
- Remediate the impacts by collaborate with Partner Managers, Legal, Content Acquisition, Partner Growth, Comms, CS
- Get executive approval for any refunds/ others and execute the remediation steps by working with engineers.
Handle large scale projects
- Price change and subscription consolidation/migration requests by SVOD services
- Manage large projects like migration of subscriptions from one service to another and subscription consolidations.
- Define processes and standardize across teams for efficient handling.
Production Monitoring & Alerting
- Build Dashboard, Alerting Systems and Tools for partner management team
- Track and prepare for tentpole events for transaction load management and scaling
- Setup War Room as needed
UAT (User Acceptance Testing) for New Features
- Define process for UAT by partner management team to signup platform features.
- Manage the testing & rollout of technical changes and API changes to the platform to all partners.
- Perform UAT for all new features by implementing features in Roku sample application (dog fooding) before they rollout to partners.
- Build localized sample applications (in Brightscript) demonstrating the use of existing and new Roku Pay APIs and client-side functionality.

We’re Excited if You Have  

10+ years of relevant partner payment support, and program management experience with a demonstrated track record of successfully leading large projects with multiple stakeholders.
Hands-on experience working for a platform to investigate, triage and resolve production issues across multiple teams.
In-depth understanding of payment systems, integrations, and their technical intricacies.
Demonstrated ability to build and maintain positive relationships with partners, providing excellent support around payments and addressing their concerns proactively.
Ability to succinctly communicate and lead project discussions across varying levels of the organization
Strong technical ability with good understanding of payout related technologies and operation
Partner Facing soft skills (articulate, present)
Familiarity with video streaming technology such as DASH and/or HLS
Analytics, Data, Tableau, Looker
Engineering degree in Computer Science, Engineering, or equivalent.

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Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It’s important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

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. 

To learn more about Roku, our global footprint, and how we’ve grown, visit https://www.weareroku.com/factsheet.

By providing your information, you acknowledge that you have read our Applicant Privacy Notice and authorize Roku to process your data subject to those terms.

Senior TPM

Subscription Support

Roku

Compensation Overview

Teamwork makes the stream work.

Roku is changing how the world watches TV

About the Role

About the Team

What You’ll Be Doing

We’re Excited if You Have

#LI-CU1

Benefits

The Roku Culture

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What believers are saying

What critics are saying

What makes Roku unique

Benefits

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