Live Operations Associate Roku, Inc. in Cambridge

What does the team work on?

At Roku, the Live Operations FAST team is dedicated to delivering high-quality, seamless experiences across our Free Ad-Supported Streaming Television (FAST) channel ecosystem. With a focus on operational excellence and continuous improvement, the team collaborates closely with service partners, content publishers, and internal stakeholders to manage the full lifecycle of FAST channel onboarding and ongoing channel health. As the FAST landscape continues to grow, we’re expanding our team and developing scalable processes that raise the bar for partner experience and service delivery. The team operates as a shared resource, providing support across regions as business needs demand, while also valuing deep familiarity with in-country localized requirements to ensure partners in every market receive regionally informed, high-quality service. Teamwork makes the stream work.

What is the role?

In this role, you will be a key operational partner to FAST channel publishers and internal teams, guiding new channels through the onboarding process and ensuring established channels meet Roku’s quality and compliance standards.

You will coordinate across cross-functional teams — including content, engineering, partnerships, and ad operations — to drive smooth channel launches and manage ongoing changes to live channel configurations.

This role sits at the intersection of live operations and platform reliability, so you will work alongside infrastructure, engineering teams, and service providers to support observability, automation, and encoding pipeline health as the FAST ecosystem scales.

As a trusted point of contact for service partners, you will manage expectations, communicate clearly through ambiguous situations, and keep projects moving.

As part of a shared resources team, you will flex to support any region as needed, bringing both in-country localized knowledge and technical depth to every engagement.

How will I use AI at Roku?

At Roku, AI agents do most of the keystroke-level coding. Engineers act as the technical leads for those agents — setting context, planning work, verifying outputs, and recovering when the agent goes off course.

We’re embracing AI…

We’re embracing AI as a powerful tool to amplify human creativity, accelerate innovation, and deliver better results for our customers. Across teams, we’re exploring how AI can enhance our work—and we’re only looking for people who are curious, adaptable, and excited to grow alongside these technologies. If you are excited about working this way, we want to talk to you.

What are the responsibilities of the role?

• Leading and coordinating FAST channel onboarding end-to-end, working with content partners and internal teams to meet launch milestones and quality standards
• Serving as the primary operational contact for assigned service partners, building strong relationships and ensuring issues are resolved efficiently
• Managing ongoing FAST channel configurations, including schedule updates, metadata changes, feed ingestion, and EPG alignment
• Monitoring channel and pipeline health using observability tools; validating ingestion, triaging transcode and CDN delivery issues, and escalating incidents with clear context to engineering or peer technical teams
• Driving automation of repetitive operational workflows through scripting, and collaborating with cloud infrastructure, operations, or business teams on capacity planning, incident reviews, or retrospectives
• Driving change management efforts — communicating process or platform changes clearly to partners and internal stakeholders, and supporting smooth transitions
• Coordinating cross-functionally with content, engineering, ad operations, and partnerships teams to resolve channel health issues and deliver on partner commitments
• Flexing to support any region as part of a shared resources model, bringing regionally informed operational knowledge to ensure localized requirements are met
• Tracking and managing multiple concurrent workstreams, maintaining clear documentation and status visibility for leadership and stakeholders
• Driving continuous improvement efforts by identifying operational inefficiencies, proposing process enhancements, and helping implement changes that scale with team growth
• Leveraging AI tools and emerging technologies to improve operational workflows, accelerate content review, and support faster, smarter decision-making across the team
• Assisting in developing and refining operational playbooks, onboarding guides, and internal tooling to improve team efficiency and consistency
• Maintaining service level expectations through proactive communication and timely follow-through on partner inquiries and escalations
• Supporting the training and onboarding of new team members as the FAST operations team grows

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

• 4+ years of experience in digital media operations, streaming, or a related field, ideally working with content partners or service teams of varying sizes
• Hands-on knowledge of FAST and VOD channel ecosystems, linear programming schedules, EPG management, metadata formats (XML, JSON), encoding pipelines, video packaging (HLS, DASH), and CDN delivery architecture
• Experience with cloud infrastructure platforms (AWS, GCP, or Azure); familiarity with Infrastructure as Code tools such as Terraform or CloudFormation and well-architected framework principles
• AWS Certified Solutions Architect – Associate (SAA-C03) or equivalent cloud certification
• Scripting proficiency in Python, Bash, or similar — able to automate a workflow, parse a feed, or write a diagnostic tool when needed
• Working knowledge of observability tooling (e.g., Datadog, Grafana, ELK, CloudWatch) to monitor pipeline health, identify issues, and support incident response
• Strong organizational skills with a detail-oriented mindset — tracking details so nothing falls through the cracks
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical partners and adapt tone for different audiences
• Demonstrated ability to manage competing priorities across multiple partners or projects simultaneously
• Experience with change management or process improvement in an operational context
• Familiarity with in-country localized requirements for FAST channel distribution — including regional content standards, metadata conventions, and compliance considerations
• Collaborative, team-first approach with a track record of working effectively across internal technical and business groups
• Working knowledge of productivity tools including Office, Confluence, Jira, Lucid, and project tracking software; familiarity with CMDB and CMS systems
• A continuous improvement mindset — looking for ways to make the process better each time
• You have built fluency across the agentic engineering toolchain — coding harnesses like Claude Code or Cursor, MCP servers, custom skills, or agent frameworks. And you can describe projects where you shipped real work with these tools. You know how to drive an agent, verify its output, and ramp on an unfamiliar codebase with an agent helping you
• Bachelor’s degree in Business, Communications, Engineering, or a related discipline preferred
• Experience with DAI/SSAI technologies, DRM, or content protection schemes
• Ability to conduct business in multiple languages, particularly English and German or French