Live Operations Associate

About Roku and the Team

Roku leads the TV streaming market in the U.S., Canada, and Mexico and is driven to expand its platform to every television worldwide. The company connects viewers to their favorite content, empowers publishers to grow monetized audiences, and offers advertisers unique engagement opportunities. Joining Roku means making impactful contributions in a rapidly growing public enterprise.

The Live Operations - Premium Subscriptions team focuses on creating, launching, and managing subscription channels and live experiences on The Roku Channel. This team works closely with engineering, product, programming, and partner teams to ensure smooth acquisition, encoding, delivery, and monitoring, prioritizing clear planning and communication during live events.

Role Overview

The Live Operations Associate supports premium subscription operations by managing subscription channels and live experiences. The role involves coordination with internal teams and external partners to guarantee a seamless viewer experience and includes occasional support for live events during high-demand periods. Working hours may vary weekly, including nights and weekends for live events. The position is based in Austin, TX or Stamford, CT, with in-office presence Monday through Thursday and remote work on Fridays.

Key Responsibilities

• Provide operational support for multiple live streams with effective communication and prompt issue resolution.
• Coordinate tasks among production teams, service partners, and support engineers using clear instructions and checklists.
• Collaborate with senior engineers and cross-functional teams to handle critical issues, balancing immediate mitigation and root cause analysis.
• Prepare and share timely reports detailing key metrics, incidents, mitigations, and follow-ups.
• Support tool enhancements by assisting in testing and adopting automation to enhance operational efficiency.
• Manage communication workflows and customer notifications to maintain service-level agreements.
• Participate in training and onboarding of new Live Event personnel as the team expands.

Candidate Qualifications

• Minimum of four years’ experience in digital media, preferably across partners of varying scales.
• At least four years of expertise in live online video operations, including knowledge of signal acquisition (transport streams, satellite downlink, fiber) and workflows with SCTE markers.
• Proficient in managing linear programming schedules and broadcast electronic program guides.
• Experienced in monitoring and troubleshooting content delivery network (CDN) issues.
• Familiar with metadata handling and feed formats like XML and JSON.
• Advanced skills with Excel and experience using customized content management systems.
• Strong communication abilities to identify, prioritize, and track critical resolutions effectively.
• Proven track record of working across functions with both technical and business stakeholders.
• Organized and methodical problem-solving approach.
• Well-versed in OTT and live streaming technologies and platforms.
• Bachelor’s degree in Engineering or related fields.
• Ownership attitude, collaborative nature, and willingness to work nights/weekends when necessary.

Desirable Skills

• Understanding of Dynamic Ad Insertion, SSAI, SCTE35, and SCTE224 technologies.
• Experience with cloud-based live streaming solutions.
• Knowledge of digital rights management and content protection.
• Background in live event streaming such as sports, fashion, or music concerts.

Work Environment and Benefits

Roku follows a hybrid work model offering office presence Monday through Thursday and remote work on Fridays. The estimated annual base salary ranges from $80,000 to $90,000 plus equity, with compensation tailored to individual qualifications and location. Benefits include health insurance, equity awards, life and disability coverage, parental leave, wellness programs, and paid time off. Additional benefits vary by location and role and may include dental, vision, commuter, and retirement plans.

Inclusion and Culture

Roku fosters an inclusive workspace promoting collaboration, trust, and a shared goal of company success. The culture prizes talented, humble individuals who innovate pragmatically, act decisively, and enjoy a sense of humor. The company is committed to providing accommodations throughout the hiring process for applicants with diverse needs.