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Ad Operations Associate, Programmatic

Company: Roku
Location: San Jose
Posted on: May 15, 2022

Job Description:

The future will not be televised. It will be streamed. Help us make it happen. Roku is changing how the world watches TV Roku is the TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines. About the role The world is cutting the cord and streaming its TV online, a shift that has dramatically changed how advertisers target, reach and measure their preferred audiences in ways that broadcast TV and cable never could. Roku pioneered streaming to the TV and continues to innovate and lead the industry. While we are well-positioned to help shape the future of television and streaming media worldwide, continued success stems from our ability to innovate and deliver advertising products. Thus, we are looking for an Associate of Ad Operations to join our growing advertising operations team. The Ad Operations Associate will have an opportunity to leverage their OneView platform expertise through both campaign management and front-end customer support. The front-end support role will directly handle and/or triage customer support requests ranging from task needs to more in-depth troubleshooting. This role can be based in any of our US offices: New York, Boston, Chicago, Santa Monica, San Jose, Austin Campaign Management: Proactively monitor campaign performance to pinpoint, communicate and solve issues Join internal kick off calls to understand campaign specifications and discuss complex executions Actively manage campaign launch timelines in a dynamic environment Coordinate the launch and management of campaigns; while proactively communicating updates and setting expectations with all stakeholders Manage regular campaign reporting cadence based on advertisers' needs Develop and maintain a strong understanding of clients' marketing goals and challenges and proactively recommend solutions that support them Lead external calls which may be more technical in nature Consult with clients on how to adjust tactics based on marketing goals and performance trends Uncover opportunities to drive better performance by analyzing data and pitching to the broader account team Drive and support product adoption Contribute ideas to drive more revenue from existing customers Communicate effectively with internal teams to share and evolve campaign best practices Surface ideas on how technical enhancements to our systems can benefit clients Contribute to team's requests of Product Management on customer business needs Work closely with internal teams to produce customer deliverables Identify situations in which technical issues need to be escalated Demonstrate leadership for distilling clients' goals into campaign tactics Provide direction and oversight of campaign performance and pacing when working with offshore resources Takes clear ownership of tasks within campaign management and delegates to junior resources if needed Customer Support Serve as the first point of contact for customers seeking assistance over email Monitor the Customer Support Salesforce queue and respond to customer needs and/or escalate internally in a timely manner Perform initial investigation into customer request and resolve directly with customer or determine the appropriate internal escalation path Track issues and requests through to resolution, providing customers with timely updates Use tools and troubleshooting techniques to exercise good judgment in decision-making in order to routinely deliver exceptional customer support Act as a customer champion internally to address issues raised and provide solutions to internal teams and customers Identify situations in which technical issues need to be escalated Work individually and with a team to solve technical problems while communicating trending issues and best practices Ensure that all details have been provided in cases prior to escalating to internal teams Recognize recurrent or potential issues and problems, and know when to escalate and propose solutions Understand the platform user experience and how 3rd and 4th party vendors interact with our system Minimum Qualifications 2-4 Years of campaign management or customer development experience Knowledge of advertising technology (RTB, ad networks, digital media, digital ad serving) Understanding of digital advertising campaign management including strategies, tactics, execution (ad serving and pixels) and reporting Ability to analyze, review results, and propose strategies Strong communication skills (customer facing experience a plus) Expert organization, attention to detail and time management skills Ability to work effectively in an emerging technology company Demonstrate active listening skills and ability to apply learnings over time Effective internal and external written and verbal communications Ambitious self-starter who enjoys a good challenge and continuous learning Creative problem solver Cross company team player The Roku culture Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.

Keywords: Roku, San Jose , Ad Operations Associate, Programmatic, Other , San Jose, California

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