Software Testing & Customer Experience Manager (Alpha/Beta Program Manager

About the Team 

We enable teams to streamline their operations, gain efficiencies and provide needed support and tooling so our stakeholders can meet key company objectives and continue growing our business. Our Technical Program Management team at Roku works across organizations with company leadership, cross-functional stakeholders, and our internal teams to manage the development, testing and release of products and features. Partnering with engineering, product, UX, and Quality Assurance teams, we plan, implement, and deliver new products and features for existing and developing markets. We act as the voice of the customer, striving to better understand their needs, desires, and perspectives, and we ensure that Roku aligns our strategies with these needs, informing business decisions, and enhance our product offerings along the way.  

About the Role 
 

Roku is seeking an experienced Alpha/Beta Program Manager with Quality Assurance and Program Management experience to manage a large-scale pre-release validation program, consisting of dozens of products and potentially hundreds of users. This position requires excellent written and organizational skills. Self-motivation, curiosity, and an eagerness to learn are critical components to be successful in this role. Be a team player who can work cross-functionally and communicate effectively at all levels of management. Able to condense early user feedback into actionable customer insights. Manage high volumes of data and thrive on managing multiple complex initiatives running in parallel.  

What You'll be Doing

• Lead concurrent Alpha/Beta programs for devices and software features with an elevated level of detail and organization 

• Recruit Alpha and Beta users across multiple demographics and experience levels 

• Manage user interaction and engagement throughout the program 

• Organize and analyze the feedback to identify common themes, suggestions, and issues 

• Collaborate with Engineering and Product Management teams on user workflows to be tested; curate detailed homework and provide first level of triage 

• Conduct internal acceptance testing before releasing software for Alpha/Beta testing 

• Coordinate and manage the procurement and distribution of devices to our user population 

• Conduct periodic user surveys to gather feedback, analyze test data and generate reports to influence product launch decisions 

• Foster a culture of data-driven program management, product excellence, and exceptional execution 

• Facilitate communications across the company to ensure transparency of progress and risks, maintain plan-of-record, and provide appropriate and timely updates 

• Work closely with external vendors and partners for driving associated activities 

• Lead customer validation by engaging with external end-users to build confidence in launching a product to ensure its success in the market 

• Build strong relationships across the organization. Be collaborative and help make the connections needed to keep the team moving forward 

• Close the loop. For a given project, figure out relevant metrics, and drive the building of the tools to measure and report on it. Feed insights back into our product development and design processes 

We’re Excited If You Have 

• Bachelor's or Master's degree in a relevant field, or equivalent experience 

• Extensive experience in software development. Experience running alpha/beta programs is a plus 

• Experience in working with BI/data warehouse tools, databases, and SQL 

• Familiarity with software testing methodologies 

• Ability to provide constructive feedback 

• Proficient in Program Management fundamentals and best practices 

• Ability to communicate effectively with development teams 

• Experience with test case creation and execution 

• Extensive experience with Atlassian tools (JIRA, Confluence, etc..) and other Project Management software applications 

• Hands-on experience with the software development lifecycle 

• Strong analytical, problem-solving, negotiation, and organizational skills  

• Excellent communication and technical presentation skills, attention to detail, and the ability to work independently 

• Prior work experience in software engineering or an equivalent technical 

• Knowledge of consumer product, web user interfaces and networking functionality preferred 

• Ability to lift TVs up to 50 inches in size, daily 

• Comfort with the use of power and/or manual tools 
• Having a customer service background is a plus 

#LI-PA1