Live Operations Associate in Cambridge

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 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 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.

About 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'll 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 be working 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'll manage expectations, communicate clearly through ambiguous situations, and keep projects moving. As part of a shared resources team, you'll flex to support any region as needed, bringing both in-country localized knowledge and technical depth to every engagement.

What you will be doing:

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

We're excited if you have:

• 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 (IaaC) tools such as Terraform or CloudFormation and well-architected framework principles is a plus.
• AWS Certified Solutions Architect – Associate (SAA-C03) or equivalent cloud certification is a strong plus.
• Scripting proficiency in Python, Bash, or similar — you can 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 — you track the 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 your 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 — you know how to bring people along when things shift.
• 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, project tracking software; Familiarity with CMDB and CMS systems.
• A continuous improvement mindset — you don't just complete tasks, you look for ways to make the process better for next time.
• AI fluency and comfort working with AI-assisted tools in day-to-day work; curiosity and enthusiasm for applying AI to operational challenges.
• Bachelor's degree in Business, Communications, Engineering, or a related discipline preferred.
• Experience with DAI/SSAI technologies, DRM, or content protection schemes is a plus.
• Ability to conduct business in multiple languages, particularly English and German or French, is a plus.

Our Hybrid Work Approach: Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

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. 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.

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.

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.