Senior Customer Experience Specialist

XR; Toronto; On-site; CAD 75,000 - 85,000; Full time

Job summary

XR is evolving how advertising is produced, managed, and delivered. The Senior Customer Experience Specialist will own end-to-end digital campaign activation, from order receipt to in-flight changes, while balancing high-touch client communication with technical operations.

You will mentor junior staff and drive process improvements across teams. Join XR to influence campaigns for world-leading brands and work with a platform that connects production, assets, rights, delivery, and analytics.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in digital ad operations.
• Strong knowledge of video, CTV, display and social advertising ecosystems.

Responsibilities

• Own digital campaign activation end-to-end—from order receipt, trafficking, and QA through to in-flight changes and post-mortems.
• Balance high-touch client communication with hands-on technical operations, setting expectations and troubleshooting.
• Mentor junior team members and conduct training.
• Coordinate with Operations, Product, Billing, and Sales to refine processes and SOPs.
• Lead client calls and status meetings, including on-site visits up to 10%.

Skills

Relationship building

Communication

Mentorship

Analytical thinking

Problem solving

Education

Bachelor’s degree or equivalent practical experience

Tools

Google Campaign Manager 360

Innovid

Flashtalking

Charles Proxy

Fiddler

Wireshark

Excel

Job description

Join the creative revolution at XR!

At XR, we're transforming how advertising gets made, managed, and delivered. As the global leader in advertising operations, we help brands, agencies, and media companies manage every stage of the advertising lifecycle through a single platform that connects production, assets, rights, delivery, and analytics.

Join a collaborative team that’s redefining the future of advertising. You'll work on meaningful challenges, help shape innovative products, and make a real impact for some of the world's leading brands. If you're passionate about advertising and technology and solving complex problems, we'd love to hear from you.

The Opportunity

The Senior Customer Experience Specialist serves as a primary day-to-day contact for assigned agency, brand, and publisher partners utilizing XR Extreme Reach’s video ad serving, activation, and analytics platform. In this role, you will own digital campaign activation end-to-end—from order receipt, trafficking, and technical QA through to in-flight changes, troubleshooting, and campaign post-mortems.

As a senior team member, you will balance high-touch client communication with hands-on technical operations, setting execution expectations, troubleshooting complex technical discrepancies, driving process improvements, and mentoring junior team members.

Responsibilities:

Client Experience & Relationship Management

• Relationship Building: Build and maintain strong relationships with customers (advertisers and agencies) by developing a deep understanding of their business needs and operational pain points, demonstrating how XR technology and service achieve their objectives.

• Day-to-Day Contact: Serve as the primary client touchpoint, setting clear expectations on timelines, specs, and dependencies while proactively flagging delivery risks.

• Communication & Training: Provide proactive and reactive communication regarding platform tools, new feature releases, SOP updates, and technical issue resolution.

• Client Engagement & Meetings: Participate in and lead client calls (kick-offs, publisher introductions, discrepancy reviews, and QBRs) and conduct regular status meetings, including occasional on-site visits (travel up to 10%).

• Migration & Onboarding: Facilitate seamless transitions as new clients migrate onto the XR ad serving and analytics platform.

Campaign Activation, Trafficking & Technical QA

• End-to-End Campaign Ownership: Own digital campaign activation from receipt of order/insertion through trafficking, launch, and in-flight changes to meet agreed turnaround and accuracy targets.

• Asset & Tag Review: Review creative assets, tags, and campaign instructions against platform and publisher specifications, resolving any mismatches with partners.

• Platform Configuration: Configure and traffic campaigns across XR’s platform, partner ad servers, DSPs, publishers, and CTV/social environments, validating tracking, targeting, flighting, and rotation.

• QA & Verification: Perform rigorous pre-launch and post-launch QA (including pixel and tag verification) to ensure error-free campaign delivery.

• Emergency Support: Participate in rotating on-call support for after-hours campaign emergencies as needed.

Process Improvement, Leadership & Cross-Functional Collaboration

• Mentorship & Quality Control: Coach and mentor junior associates, review their work, and act as an escalation point for complex campaign activations.

• Workflow Optimization: Identify operational gaps and partner with Operations, Product, Billing, and Sales to refine processes, tooling, self-serve capabilities, and SOP/knowledge-base documentation.

• Cross-Functional Alignment: Maintain positive working relationships across Sales, Product Development, Tech Support, and Marketing to champion client needs and represent XR’s value proposition.

• Reporting & Analytics: Create, schedule, and review campaign reporting and metrics for client QBRs and internal reviews.

• Special Projects: Participate in special organizational projects and duties as assigned.

• Experience: 5+ years of experience in digital ad operations, campaign activation, trafficking, or ad delivery within an agency, ad tech, or managed-service environment.

• Technical Knowledge: Strong working knowledge of digital video, CTV, display, and social advertising ecosystems, including VAST/VPAID standards, tags, pixels, and platform specs.

• Platform Proficiency: Hands-on experience with ad servers/campaign management platforms (e.g., Google Campaign Manager 360, Innovid, Flashtalking, or similar) and familiarity with DSPs, ad networks, and web publishers.

• Technical & Debugging Skills: Technical aptitude with hands-on exposure to network debugging tools (Charles Proxy, Fiddler, Wireshark, etc.).

• Software Skills: Advanced proficiency in Microsoft Office applications, with expert-level spreadsheet skills (Excel) for data analysis and QA.

• Client Service & Communication: Exceptional written and verbal communication skills; proven ability to manage tight deadlines, prioritize multiple complex accounts, and handle escalations calmly and professionally.

• Problem-Solving: Strong analytical mindset with a systematic approach to root-cause problem solving and operational efficiency.

• Education: Bachelor’s degree or equivalent practical experience.

Hiring Disclosures:

• This job posting is for an existing vacancy— we currently have an open role and will fill this position upon finding a suitable candidate.
• Annual Salary Range: $75,000 - $85,000 CAD -This range represents the expected compensation for the role and includes base salary and any non-discretionary bonus components.
• We use AI-assisted screening technology to help review resumes for required skills and qualifications. Final hiring decisions are always made by our human hiring team.