Director of Platform Operations – Payments & Commerce

About Roku and the Role

Roku stands as the premier TV streaming platform across the U.S., Canada, and Mexico with an ambitious vision to power televisions globally. As a trailblazer in streaming technology, Roku connects consumers to their favorite content, empowers publishers to grow and monetize audiences, and delivers unique advertising opportunities. Joining Roku means contributing meaningfully to a fast-paced public company and impacting millions of TV streamers worldwide.

The Core Payments team plays a vital role in Roku's rapid subscription growth through seamless streaming transactions on multiple consumer platforms such as TV, web, and mobile. This includes selling digital content, devices, and shoppable ads with innovative strategies spanning SVOD, TVOD, and more.

Position Overview

The Director of Platform Operations – Payments & Commerce is responsible for defining and leading the operational model, governance frameworks, and strategic execution for Roku's Commerce Platform organization. This key leadership role ensures alignment and accountability across diverse teams managing payment methods, billing, financial systems, and platform resiliency globally.

Collaborating closely with Product, Engineering, Payments, Compliance, and other partners, the director oversees operational preparedness, vendor and fraud program management, payments analytics, and the technical program management (TPM) teams within the Commerce Platform domain.

Primary Responsibilities

• Develop and maintain operational models, governance frameworks, and organizational standards including decision-making workflows and review mechanisms for the Commerce Platform.
• Lead portfolio governance encompassing strategic planning, prioritization, and resource management across all Commerce Platform initiatives.
• Provide executive dashboards and reports delivering insights into project progress, risks, and overall organizational health.
• Establish and facilitate regular operational cadences, leadership forums, and business reviews to drive organizational alignment.
• Collaborate with monitoring teams to ensure persistent platform health visibility and system status awareness.
• Drive accountability among cross-functional teams to resolve ownership questions and mediate prioritization conflicts.
• Manage the TPM teams supporting initiatives related to payments, compliance, systems modernization, and financial platforms.
• Oversee incident management procedures including escalation, postmortems, and root cause analysis to enhance operational readiness.
• Champion continuous operational improvements such as process standardization, governance optimization, and scalability planning.
• Supervise defect tracking and backlog management ensuring prioritization and timely resolutions.
• Lead vendor relationships, fraud program operations, and payments analytics functions.
• Partner with relevant stakeholders to ensure transparent execution and resilience of commerce-critical systems.
• Coordinate launch and peak-event readiness activities including go-live governance to assure operational success.
• Provide mentorship and leadership to scale the Commerce Platform Operations team effectively.

Qualifications and Experience

• Over 10 years of experience across operations, technical program management, or business operations, with minimum 3 years in leadership roles.
• Comprehensive expertise in payments ecosystems including payment processing, settlement, payouts, billing, fraud, compliance, and risk management.
• Proven skills in establishing governance frameworks, leadership reporting, and coordinating multi-team technical organizations.
• Experience working within or alongside infrastructure/platform groups focused on commerce, financial systems, or payments at scale.
• Strong cross-functional leadership abilities aligning multiple stakeholders in product, engineering, finance, and compliance.
• Demonstrated knowledge in incident governance, risk mitigation, and operational resiliency best practices.
• Familiar with vendor management, fraud operations, and payments analytics, with capability to lead teams in these domains.
• Excellent communication skills suited to presenting operational strategy and risk insights to senior executives.
• Direct hands-on experience with payments or fintech operational environments including gateways, processors, and billing systems.
• Background in streaming, media, ad-tech, or consumer platform companies is advantageous.
• Bachelor's degree (or equivalent experience) in Business, Finance, Engineering, or related disciplines.
• Experience building centralized governance or operations functions from the ground up is a plus.
• Knowledge of launch readiness and platform resiliency programs is desirable.
• Relevant certifications like PMP or Six Sigma are beneficial.

Culture and Work Environment

Roku nurtures a hybrid work culture where teams primarily work onsite Monday through Thursday, with Fridays generally available for remote work unless specific roles require full-time office presence. The company encourages an inclusive, collaborative atmosphere valuing skilled, independent thinkers who cherish teamwork and continuous innovation.

Benefits and Accommodations

Roku provides a comprehensive compensation package, including mental health and financial wellness resources globally. Local benefits may feature medical, dental, vision, life, accident, disability, commuter, and retirement plans based on location. Employees receive support for time off to accommodate personal and evolving life needs. Reasonable accommodations are available throughout the hiring process as needed.