Erika Marchewka

About Erika Marchewka

Experienced Technical Program Manager with 8 years of expertise in leading cross-functional teams to deliver innovative solutions across diverse industries. Proven track record of steering complex projects from concept to completion, while thriving in highly ambiguous and fast-paced environments. With a strong background in customer experience and a focus on innovative, customer-facing products—particularly Generative AI (LLM/RAG) solutions—I excel at combining technical leadership with operational insights to drive continuous improvement in product development and support functions. Known for my ability to ask the right questions, identify key priorities, and foster collaboration to deliver impactful, customer-centric outcomes.

Experience

1. Senior Technical Program Manager

   Roku

   Jan 2024 — Present · San Jose, CA, US

   Elevate the customer experience and enhance operational efficiency by leading the strategic rollout and execution of products within the Customer Support portfolio for Roku’s 90M+ Customers.• Resource & lead cross-functional program teams across Product, Engineering, Operations, Design, and Data organizations to ship key features in the Support experience via Chatbot and new Chat products; reducing assisted support volume by 10%.• Define vision and strategy for a complex suite of Support Tools (Zendesk, AWS Connect, Contentstack, & others), ensuring alignment with long-term business objectives.• Collaborate with engineering teams on technical specifications and implementation plans, ensuring alignment with project goals and timelines, managing project lifecycle using Agile methodologies and tools including Jira and Asana.• Spearheaded business process workshop to identify inefficiencies in Tooling onboarding, leading to a system architecture redesign and the creation of a streamlined onboarding program resulting in 70% time savings for onboarding/off-boarding activities.• Transparently communicate program performance, including actionable insights, to senior leadership (VP and above) and partner teams, socializing roadmap progress.

Education

• UC Berkeley

  Bachelor of Arts (B.A.)

• West Valley College

  Associate of Arts (A.A.)

Skills

• Notary Public
• Tableau
• Powerpoint
• Microsoft Excel
• Communication
• Salesforce.com Administration
• Project Management
• Editing
• Published Author
• Note Taking
• Art
• Teaching
• Microsoft Dynamics Crm
• Sap
• Customer Relationship Management (Crm)
• Organizational Effectiveness
• Sales Operations
• Customer Service
• Microsoft Office
• Sales