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Senior Ad Operations Associate
Confirmed live in the last 24 hours
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
Customer Service
  • 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
  • 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
  • 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

1,001-5,000 employees

Streaming platform for television
Company Overview
Roku's mission is to be the TV streaming platform that connects the entire TV ecosystem around the world. The company connects users to the streaming content they love, and we enable content publishers to build and monetize large audiences and provide advertisers with unique capabilities to engage consumers.
  • Unlimited vacation days
  • Medical, wellness, and financial benefits
  • Free snacks and access to fitness center at headquarters
Company Core Values
  • High performance
  • Proud to work here
  • Trust and responsiblity
  • Talent
  • Communication and context
  • World class product
  • Simple process
  • Excellent partnerships
  • Content standards
  • High ethical standards