Live Operations Associate

Roku; Cambridge; Hybrid; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package

Mental health and financial wellness support

Flexible working hours on Fridays

Job summary

Roku in Cambridge is seeking an operational partner to support FAST channel publishers in delivering high-quality streaming experiences. You will guide new channels through onboarding and ensure compliance with Roku's standards. This role involves collaboration across various teams to manage smooth channel launches and ongoing support.

The ideal candidate has 4+ years in digital media operations with strong communication skills and experience in automation and cloud platforms. The position supports a hybrid work approach with flexible remote options on Fridays.

Qualifications

• 4+ years of experience in digital media operations, streaming, or a related field.
• Hands-on knowledge of FAST and VOD channel ecosystems.
• Experience with cloud infrastructure platforms (AWS, GCP, or Azure).

Responsibilities

• Lead and coordinate FAST channel onboarding end-to-end.
• Serve as the primary operational contact for assigned service partners.
• Monitor channel and pipeline health using observability tools.

Skills

Digital media operations

Scripting proficiency in Python

Strong organizational skills

Cloud infrastructure platforms

Excellent communication skills

Change management

Collaboration

Education

Bachelor's degree in Business, Communications, Engineering or related discipline

Tools

Datadog

Grafana

AWS

JIRA

Terraform

Job description

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. Teamwork makes the stream work.

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 elevate 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 [e-mail].