Live Operations Associate

Job Description

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US and Mexico, 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 team

At Roku, the live streaming operations team is dedicated to delivering high-quality, seamless experiences for a diverse range of live events. With a focus on innovation and efficiency, the team collaborates closely with internal partners and clients to manage the complexities of live production, ensuring each event runs smoothly. As the demand for live streaming continues to rise, the team is rapidly expanding, embracing new technologies and developing automated solutions to streamline operations. Committed to excellence, they strive to set new standards in live streaming support and service delivery.

The ideal candidate must be knowledgeable and experienced with live streaming event management and monitoring and should be highly organized and be able to think on their feet during high profile live events.

About the role

In this role, you will collaborate with multiple internal teams and content partners to meticulously organize schedules for upcoming live events. You’ll provide operational support for several concurrent live streaming events, ensuring a seamless experience for Tier-1 customers. As the primary point of contact for many high-profile events, you’ll coordinate tasks between production teams and service partners, and direct support engineers to deliver top-quality experiences. You will also engage with senior engineers to resolve high-severity issues, prioritizing immediate mitigation while investigating root causes. Additionally, you will create detailed event reports for leadership, contribute to the development of automation tools to enhance operational efficiency, manage customer communication to uphold service agreements, and support the training of new staff as the team expands.

What you will be doing

• Work with multiple internal teams and content partners to organize schedules for upcoming live events.
• Provide operational support for multiple concurrent live streaming events.
• Be the sole owner of many Tier-1 live events for our customers making sure they have the highest quality experience.
• Be detailed oriented in organizing tasks between production, service partners, and directing other support engineers during live events.
• Work with senior engineers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.
• Deliver event reports to the Live Operations leadership team.
• Aid in the development and testing of operational tools that improve efficiency through automation.
• Customer notification and workflow coordination with follow-up to maintain service level agreements.
• Assist in the training of new Live Event staff as the team grows.

We're excited if you have

• The ability to conduct business in multiple languages, specifically English and Portuguese. When submitting your application for this position, please upload an English version of your Resume
• 3+ years of experience in the digital media space, ideally working with businesses of different sizes
• 3+ years working in the live online video ecosystem, with strong fundamentals in signal acquisition (via satellite downlink and fiber circuits) and live video workflows using SCTE markers.
• Strong communication skills and the ability to identify, prioritize and track critical paths to problem resolutions.
• Hands-on knowledge in managing Linear Programming Schedules, Linear or Broadcast EPG and monitoring and troubleshooting basic CDN issues.
• Understanding of metadata concepts and feed formats (XML, JSON).
• Experience leveraging advanced Excel skills and working in custom CMS tools superb communication skills - verbal, written, and presentation with ease and fluidity between technical and business topics.
• Working cross functionally with internal technical and business groups.
• Self-organized with a structured thinking approach to problem solving.
• Knowledge of OTT and live streaming platforms and technology.
• Bachelor's degree qualification in Business, Engineering or related discipline required.
• Self-motivated individual who takes ownership and is a highly collaborative team player.
• Able to work hours that may change from week to week and may include weekends and nights.
• An understanding of DAI/ SSAI Tech and experience working with cloud based live streaming technologies is a plus.
• Understanding of DRM and other content protections schemes is an advantage.
• Exposure to live events such as premier sporting events, fashion shows and music concerts.

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). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's 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.

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.

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

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