Manager, Client Operations - Client Services

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.

What does the team work on?

Client Operations is a newly formed function within Ad Revenue Solutions. It brings the operational spine of the campaign lifecycle — owning pre-sale planning support, IO close and billing, programmatic deal setup, campaign trafficking, launch management, and cross-functional communications — under a single team of Client Associates working across Direct IO, Sponsorship, Programmatic Guaranteed (PG), and Private Marketplace (PMP) campaigns. We are hiring a pivotal manager role to support shaping the team.

What is the role?

As a Manager, Client Operations, you will lead a team of 8–10 Client Associates and own the operational performance of the campaign lifecycle from pre-sale through upsell and renewals. This is a build role as much as a leadership role: the workflows, quality standards, SLAs, and escalation paths this function runs on are being defined now, and you will help define them. You will be equally effective in the details — unblocking a launch, resolving a trafficking issue, pressure-testing a programmatic setup — and above them, setting standards, reporting on performance, and representing the function to Client Services, Sales, Ad Operations, Marketing, senior leadership and more. Success looks like campaigns that launch on time and correctly, clients and cross-functional partners who are informed before they have to ask, and Client Associates who grow into Account Managers.

For Chicago Only - The estimated annual base salary for this position is between $135,600 - $168,000.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.

This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

How will I use AI at Roku?

• At Roku, we don't just use AI, we work with it. AI agents and tools are part of how we operate — helping us move faster, think bigger, and focus our energy on the work that matters most. Whether it's streamlining everyday tasks, surfacing smarter insights, or powering entirely new ways of working, AI is woven into how teams across the company get things done.
• In this role, you'll be expected to engage with AI as part of your day-to-day work. That might mean using AI tools to accelerate research, summarize information, draft content, or automate repetitive workflows. You don't need to be a technical expert — but you do need to be curious, open to learning, and willing to explore how AI can enhance the way you work.

What are the responsibilities of the role?

Campaign Lifecycle Execution & Delivery Quality

Own on-time, accurate campaign delivery across all deal types for every account your team supports, from media plan intake through launch, in-flight support, and wrap reporting

Serve as the ultimate operational escalation point for the team: IO-to-system discrepancies, pricing and product exceptions, tag QA failures, trafficking blockers, programmatic deal setup issues, billing disputes, and any risk to on-time launch

Maintain a comprehensive command of the pre- and post-sale process — CRM opportunity and case management, order management system flighting, avails and audience segment creation, IO term verification, launch and demand operations cases, creative trafficking, and tag mapping and QA — deep enough to teach it, QA it, and fix it

Define what "done" looks like at every handoff and hold the bar through spot QA of campaign setups, launch readiness, and client-facing deliverables

Understand and be able to teach how our platform and ad products deliver business value against client advertising goals, so the team operates with context rather than instruction

Building the Function

Supporting the continuous refinement and optimization of our operating model: clear ownership across Client Associates in partnership with Account Managers, Account Executives, Ad Operations, Brand Activation, Measurement, Inventory, and offshore partners; documented workflows by deal type; and defined SLAs and escalation paths

Find friction and remove it: reduce manual touches, standardize repeatable work, and drive automation and AI-enabled workflows to increase team throughput without adding headcount

Own the enablement library for the function: onboarding paths, playbooks by deal type, and process documentation that stays current as products, systems, and deal structures change

Partner with Account Management, Ad Operations, Business Automation, GTM and systems owners on tooling and workflow changes, testing what is proposed and representing the operational reality of the team

Team Leadership & Development

Manage, coach, and develop 8–10 direct reports; run consistent 1:1s, set clear goals, give direct feedback, and own performance management, recognition, and career pathing

Balance workload and account coverage across the team, matching capacity to campaign complexity, deal volume, and seasonality

Build the Client Associate career path: define the skills that earn the next role and create the opportunities — reporting ownership, client communication, strategic work — that let people demonstrate them

Design and deliver skill-based learning tailored to Client Associates, covering both systems fluency and client-facing judgment

Recruit, interview, and onboard new Client Associates; set and hold the hiring bar for a growing function

Foster an inclusive, high-trust, high-performing team culture with equitable access to growth opportunities

Cross-Functional Partnership

Partner directly with the Head of Client Operations. You will report into the Head of Client Operations and act as a core member of their leadership team in running the function — giving leadership a current, unfiltered read on delivery risk, team capacity, performance, and cross-functional friction; escalating early with a recommendation attached rather than waiting for a problem to surface on its own; knowing which decisions are yours to make and which need to come up; and translating leadership priorities into what the team does day to day

Act as the connective tissue between the team and Sales, Account Management, Ad Operations, Inventory, Billing, Measurement, Brand Activation, Partnerships, and offshore vendors, closing loops and resolving issues before they reach the client

Meet regularly with pod leaders and Account Management and Sales counterparts to assess performance, surface opportunities, and address issues early

Join client conversations when the operational stakes warrant it and represent the team credibly in front of agencies and advertisers

Represent the function's capacity, risks, and wins to senior leadership, and advocate for the resourcing the team needs

Measurement & Continuous Improvement

Report and optimize the KPIs for the function — on-time launch rate, error and rework rate, cycle time from IO to launch, case aging, billing accuracy — and use them to decide where to invest

Measure and analyze the progress of each direct report and run working sessions