About this role
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 ca