Senior Manager, Customer Intelligence

About the team

The Customer Intelligence team, part of the broader Planning & Optimization organization, is at the forefront of understanding Roku’s customers. We are a commercially astute team dedicated to turning complex data into clear, actionable insights that drive customer growth, improve retention, and optimize engagement across the streaming ecosystem. We work hand‑in‑hand with business stakeholders, product, marketing, and engineering teams — serving as a critical partner in defining, measuring, and activating customer strategy.

Roku is seeking a Senior Manager, Customer Intelligence to lead a high‑impact technical team and serve as a strategic intelligence partner to senior leaders and cross‑functional stakeholders. This role is business‑forward and goes beyond traditional analytics leadership — it sits at the intersection of technical depth and strategic activation. You will own a focused set of high‑value work streams including customer segmentation, causal impact measurement, retention analytics, and activation reporting, while managing dedicated analytical and engineering contributors who build the systems and infrastructure that make this work scalable across the organization.

The ideal candidate brings meaningful experience in technical analytical environments and has progressed toward using intelligence to shape strategy, influence decisions, and build organizational capability. You set a high bar for output quality, executive‑ready storytelling, and strategic thinking — and you champion AI‑powered ways of working as a core part of how your team operates.

• Defining and leading the Customer Intelligence measurement agenda including customer segmentation frameworks, causal impact analyses, retention analytics, and activation reporting
• Scoping ambiguous business questions, translating them into analytical problems, and owning the output end‑to‑end
• Setting and upholding a high standard for analytical storytelling, ensuring all deliverables — presentations, briefings, scorecards — are decision‑ready for senior and executive audiences
• Leading and developing a small team of analytical talent that partners with dedicated engineering and data science support and collaborates with Roku's broader core analytics organization
• Partnering with your team to product ionize methodologies and build reusable datasets, segmentation schemas, and analytical frameworks — including SQL/Python‑based workflows and Airflow pipelines — that the broader analytics organization can leverage
• Facilitating analytical conversations that connect data to business decisions across product, marketing, finance, and strategy
• Maintaining hands‑on involvement by QA‑ing technical work, pressure‑testing methodology, and reviewing SQL and Python when it counts
• Actively using AI tools such as LLM‑based assistants to accelerate team output across analysis, narrative generation, and workflow automation
• Serving as an active, collaborative partner to the broader analytics organization, aligning on shared methodology and ensuring your team's work extends organizational capability

• 8–12 years of experience in analytically‑grounded roles, with at least 3 years leading teams or functions, ideally within consumer technology, streaming, subscription, or a data‑intensive business
• A strong technical foundation with experience in analytical and data science environments, including proficiency in SQL and working knowledge of Python
• Demonstrated experience driving business impact through insights — influencing decisions, shaping strategy, and changing outcomes at a senior level
• Exceptional ability to translate complex analytical findings into clear, structured narratives for executive and cross‑functional audiences
• Familiarity with Airflow, Git Lab, or similar pipeline infrastructure, with comfort digging into technical work independently
• Direct experience with or strong intuition for causal inference methods such as difference‑in‑differences, propensity matching, and synthetic controls
• Experience with Tableau, Looker, or similar visualization tools, with a high bar for what dashboards and…