Manager, Client Operations - Client Services

Manager, Client Operations - Client Services

Advertising | Chicago, United States | ID: 11492

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Manager, Client Operations - Client Services

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Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and weve 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, youll make a valuable - and valued - contribution. Were 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.

What does the team work on?

Client Operations is a newly formed function within Ad Revenue Solutions. It brings the operational spine of the campaign lifecycle - owning pre-sale planning support, IO close and billing, programmatic deal setup, campaign trafficking, launch management, and cross-functional communications - under a single team of Client Associates working across Direct IO, Sponsorship, Programmatic Guaranteed (PG), and Private Marketplace (PMP) campaigns. We are hiring a pivotal manager role to support shaping the team.

What is the role?

As a Manager, Client Operations, you will lead a team of 8-10 Client Associates and own the operational performance of the campaign lifecycle from pre-sale through upsell and renewals. This is a build role as much as a leadership role: the workflows, quality standards, SLAs, and escalation paths this function runs on are being defined now, and you will help define them. You will be equally effective in the details - unblocking a launch, resolving a trafficking issue, pressure-testing a programmatic setup - and above them, setting standards, reporting on performance, and representing the function to Client Services, Sales, Ad Operations, Marketing, senior leadership and more. Success looks like campaigns that launch on time and correctly, clients and cross-functional partners who are informed before they have to ask, and Client Associates who grow into Account Managers.

For Chicago Only - The estimated annual base salary for this position is between $135,600 - $168,000.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.

This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

How will I use AI at Roku?

At Roku, we dont just use AI, we work with it. AI agents and tools are part of how we operate - helping us move faster, think bigger, and focus our energy on the work that matters most. Whether its streamlining everyday tasks, surfacing smarter insights, or powering entirely new ways of working, AI is woven into how teams across the company get things done.

In this role, youll be expected to engage with AI as part of your day-to-day work. That might mean using AI tools to accelerate research, summarize information, draft content, or automate repetitive workflows. You dont need to be a technical expert - but you do need to be curious, open to learning, and willing to explore how AI can enhance the way you work.

What are the responsibilities of the role?

Campaign Lifecycle Execution & Delivery Quality

• Own on-time, accurate campaign delivery across all deal types for every account your team supports, from media plan intake through launch, in-flight support, and wrap reporting
• Serve as the ultimate operational escalation point for the team: IO-to-system discrepancies, pricing and product exceptions, tag QA failures, trafficking blockers, programmatic deal setup issues, billing disputes, and any risk to on-time launch
• Maintain a comprehensive command of the pre- and post-sale process - CRM opportunity and case management, order management system flighting, avails and audience segment creation, IO term verification, launch and demand operations cases, creative trafficking, and tag mapping and QA - deep enough to teach it, QA it, and fix it
• Define what "done" looks like at every handoff and hold the bar through spot QA of campaign setups, launch readiness, and client-facing deliverables
• Understand and be able to teach how our platform and ad products deliver business value against client advertising goals, so the team operates with context rather than instruction

Building the Function

• Supporting the continuous refinement and optimization of our operating model: clear ownership across Client Associates in partnership with Account Managers, Account Executives, Ad Operations, Brand Activation, Measurement, Inventory, and offshore partners; documented workflows by deal type; and defined SLAs and escalation paths
• Find friction and remove it: reduce manual touches, standardize repeatable work, and drive automation and AI-enabled workflows to increase team throughput without adding headcount
• Own the enablement library for the function: onboarding paths, playbooks by deal type, and process documentation that stays current as products, systems, and deal structures change
• Partner with Account Management, Ad Operations, Business Automation, GTM and systems owners on tooling and workflow changes, testing what is proposed and representing the operational reality of the team

Team Leadership & Development

• Manage, coach, and develop 8-10 direct reports; run consistent 1:1s, set clear goals, give direct feedback, and own performance management, recognition, and career pathing
• Balance workload and account coverage across the team, matching capacity to campaign complexity, deal volume, and seasonality
• Build the Client Associate career path: define the skills that earn the next role and create the opportunities - reporting ownership, client communication, strategic work - that let people demonstrate them
• Design and deliver skill-based learning tailored to Client Associates, covering both systems fluency and client-facing judgment
• Recruit, interview, and onboard new Client Associates; set and hold the hiring bar for a growing function
• Foster an inclusive, high-trust, high-performing team culture with equitable access to growth opportunities

Cross-Functional Partnership

• Partner directly with the Head of Client Operations. You will report into the Head of Client Operations and act as a core member of their leadership team in running the function - giving leadership a current, unfiltered read on delivery risk, team capacity, performance, and cross-functional friction; escalating early with a recommendation attached rather than waiting for a problem to surface on its own; knowing which decisions are yours to make and which need to come up; and translating leadership priorities into what the team does day to day
• Act as the connective tissue between the team and Sales, Account Management, Ad Operations, Inventory, Billing, Measurement, Brand Activation, Partnerships, and offshore vendors, closing loops and resolving issues before they reach the client
• Meet regularly with pod leaders and Account Management and Sales counterparts to assess performance, surface opportunities, and address issues early
• Join client conversations when the operational stakes warrant it and represent the team credibly in front of agencies and advertisers
• Represent the functions capacity, risks, and wins to senior leadership, and advocate for the resourcing the team needs

Measurement & Continuous Improvement

• Report and optimize the KPIs for the function - on-time launch rate, error and rework rate, cycle time from IO to launch, case aging, billing accuracy - and use them to decide where to invest
• Measure and analyze the progress of each direct report and run working sessions that convert performance data into concrete development
• Translate operational data into recommendations for leadership on process, tooling, staffing, and workflow design

What experience would help someone be successful in this role at Roku?

• 7+ years in client services, account management, campaign operations, sales planning, client operations or customer success, including hands-on ownership of the campaign lifecycle
• People management or formal mentorship and coaching experience, with a proven track record of developing early-career talent
• Deep, current knowledge of the digital, streaming, and programmatic landscape, including DSPs, SSPs, DMPs, and programmatic guaranteed and private marketplace deal mechanics
• Command of the full pre- and post-sale process: media planning, IO and contract flow, trafficking and tagging, launch management, billing, and reporting
• A build-it mindset - comfort with adaptability, a bias toward standardizing and documenting, and the judgment to know when a process is worth formalizing
• Strong project management skills and a proven ability to lead cross-functional initiatives to completion
• Strong AI fluency and a real appetite for automation and efficiency across a team
• A data-driven mindset: you set KPIs, track them, and report on them
• Excellent communication, presentation, and problem-solving skills, and the ability to work effectively with senior leaders and cross-functional teams
• An empathetic leadership style with the ability to engage, inspire, and motivate associate-level professionals
• Hands-on experience with CRM, order management, and creative trafficking platforms in an ad sales environment

#LI-OR1

Whats Rokus approach to hybrid working?

Roku fosters an inclusive and collaborative environment where teams generally work in the office Monday through Thursday. Fridays are generally flexible for remote work, except for employees whose specific roles or assigned office location require five days a week attendance.

What are some of the benefits?

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs. Its important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to EmployeeRelations@Roku.com.

What should I know about Rokus culture?

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the companys 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. Were independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku youll be part of a company thats 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 isnt 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.

To learn more about Roku, our global footprint, and how weve grown, visit https://www.weareroku.com/factsheet.

By providing your information, you acknowledge that you want Roku to contact you about job roles, that you have read Rokus Applicant Privacy Notice, and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future, you may unsubscribe at any time by emailing WorkforcePrivacy@Roku.com.

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