Head of Operations & Business Management

The Director, Platform Operations – Payments & Commerce owns the operating model, governance framework, and operational strategy for Roku’s Commerce Platform organization, driving execution discipline and operational readiness across a payments and commerce ecosystem that supports global commerce operations

This leader builds and runs governance frameworks, operating cadences, and executive reporting mechanisms that keep a complex, multi-team organization aligned and accountable across payment methods, processing, payouts, billing, and financial platform systems

The role requires deep partnership across Product, Engineering, Payments, Financial Platform, Revenue Operations, Compliance, and external partners to translate organizational strategy into measurable operational outcomes

This individual owns strategic prioritization and tradeoffs across governance, execution, incident management, and organizational scalability while also carrying leadership oversight across vendor management, fraud program operations, and payments analytics as the function matures

The Director leads the TPM organization supporting Commerce Platform initiatives and mentors and manages the growing Commerce Platform Operations team

This is a high-visibility leadership role that serves as the connective tissue across Roku’s Commerce Platform, ensuring consistent execution, operational transparency, and platform resiliency at scale

Own the operating model, governance framework, and organizational standards for the Commerce Platform organization, including operating mechanisms, decision-making processes, and governance reviews

Lead portfolio governance across strategic initiatives, including portfolio reviews, program prioritization, and resource visibility across the Commerce Platform ecosystem

Provide executive visibility into execution progress, risk, and organizational performance through KPI governance, executive reporting, and leadership updates

Establish and run the organization’s operating cadence, including leadership reviews, business reviews, governance forums, and organizational planning rhythms

Maintain platform health monitoring and coverage in partnership with the NOC/monitoring team to ensure consistent visibility into system status

Drive cross-functional accountability across Product, Engineering, Operations, Payments, and Financial Platform, resolving ownership gaps and adjudicating organizational prioritization conflicts

Lead the TPM organization supporting Commerce Platform initiatives across Payments, Financial & Regulatory Compliance, Commerce Systems, and platform modernization programs

Own incident management and operational readiness practices across the Commerce Platform, including incident governance, escalation management, postmortems, and root cause reviews

Drive operational maturity and continuous improvement, including process standardization, governance optimization, and scalability planning

Lead defect and backlog governance, including bug prioritization, aging management, and execution accountability across the platform

Provide leadership oversight across adjacent functions supporting the payments ecosystem, including vendor management, fraud program operations, and payments analytics

Partner with Payments, Financial Platform, Revenue Operations, and Compliance stakeholders to ensure consistent execution, operational transparency, and platform resiliency

Mentor, guide, and manage the Commerce Platform Operations team as the organization scales

Benefits Medical, wellness and financial benefits

Unlimited paid time off policy

Work from home opportunities

Excellent executive communication skills, including experience presenting operational strategy, risks, and performance insights to senior leadership

PMP, Six Sigma, or equivalent program/process management certification is a plus

Familiarity with launch readiness, peak-event readiness, and platform resiliency programs is a plus

10+ years of experience in operations, technical program management, platform operations, or business operations, including 3+ years in a people leadership or organizational leadership role

Experience operating in or alongside platform/infrastructure organizations supporting commerce, payments, or financial systems at scale

Experience standing up or scaling a centralized operations/governance function from the ground up is a plus

Experience operating within a streaming, media, ad-tech, or consumer platform environment

Direct experience in payments operations, fintech operations, or financial platform operations such as payment gateways, processors, payouts platforms, or billing systems

Demonstrated experience with incident and escalation governance, risk management, and operational resiliency practices

Strong cross-functional leadership skills, with the ability to align Product, Engineering, Payments, Financial Platform, Revenue Operations, and Compliance stakeholders

Proven track record building and running governance frameworks, operating cadences, and executive reporting mechanisms for a complex, multi-team technical organization

General working knowledge of vendor management, fraud program operations, and payments analytics, with the ability to lead teams across these functions

Bachelor’s degree in Business, Finance, Engineering, or a related field, or equivalent practical experience

Holistic understanding of the payments ecosystem, including payment methods, processing/acquiring, settlement, payouts, billing/invoicing, chargebacks, fraud and risk operations, and regulatory/compliance considerations

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