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About the Role
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. This role owns digital campaign activation end-to-end, balancing 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
- Build and maintain strong relationships with customers by understanding their business needs and demonstrating how XR technology achieves their objectives.
- Serve as the primary client touchpoint, setting clear expectations on timelines, specs, and dependencies while proactively flagging delivery risks.
- Provide proactive and reactive communication regarding platform tools, new feature releases, SOP updates, and technical issue resolution.
- Participate in and lead client calls and conduct regular status meetings, including occasional on-site visits.
- Facilitate seamless transitions as new clients migrate onto the XR ad serving and analytics platform.
- Own digital campaign activation from receipt of order through trafficking, launch, and in-flight changes.
- Review creative assets, tags, and campaign instructions against platform and publisher specifications, resolving any mismatches.
- Configure and traffic campaigns across XR’s platform, partner ad servers, DSPs, publishers, and CTV/social environments.
- Perform rigorous pre-launch and post-launch QA to ensure error-free campaign delivery.
- Participate in rotating on-call support for after-hours campaign emergencies.
- Coach and mentor junior associates, review their work, and act as an escalation point for complex campaign activations.
- Identify operational gaps and partner with Operations, Product, Billing, and Sales to refine processes, tooling, self-serve capabilities, and documentation.
- Maintain positive working relationships across Sales, Product Development, Tech Support, and Marketing.
- Create, schedule, and review campaign reporting and metrics.
- Participate in special organizational projects and duties as assigned.
Requirements
- 5+ years of experience in digital ad operations, campaign activation, trafficking, or ad delivery within an agency, ad tech, or managed-service environment.
- Strong working knowledge of digital video, CTV, display, and social advertising ecosystems, including VAST/VPAID standards, tags, pixels, and platform specs.
- 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 aptitude with hands-on exposure to network debugging tools (Charles Proxy, Fiddler, Wireshark, etc.).
- Advanced proficiency in Microsoft Office applications, with expert-level spreadsheet skills (Excel) for data analysis and QA.
- Exceptional written and verbal communication skills.
- Proven ability to manage tight deadlines, prioritize multiple complex accounts, and handle escalations calmly and professionally.
- Strong analytical mindset with a systematic approach to root-cause problem solving and operational efficiency.
Skills
- Digital ad operations
- Campaign activation
- Trafficking
- Ad delivery
- Digital video advertising
- CTV advertising
- Display advertising
- Social advertising
- VAST/VPAID standards
- Ad tags
- Ad pixels
- Platform specifications
- Ad server platforms
- Campaign management platforms
- DSPs
- Ad networks
- Web publishers
- Network debugging tools
- Charles Proxy
- Fiddler
- Wireshark
- Microsoft Office Suite
- Microsoft Excel
- Data analysis
- Client service
- Communication
- Problem-solving
- Analytical skills
Work Type
- On-site visits (travel up to 10%)
Experience Level
- Senior
Education Level
- Bachelor’s degree or equivalent practical experience
Salary/Compensations
- $75,000 - $85,000 CAD
About the Company
- XR is transforming how advertising gets made, managed, and delivered.
- XR is the global leader in advertising operations, helping brands, agencies, and media companies manage every stage of the advertising lifecycle through a single platform that connects production, assets, rights, delivery, and analytics.
Equal Opportunity
- 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.