# Senior Customer Experience Specialist > XR Extreme Reach · Toronto, Canada (Hybrid) · — · Posted 2026-11-06 **Workplace:** hybrid **Department:** Source ## 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. ## Requirements - **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. ## Apply [Apply at XR Extreme Reach](https://apply.workable.com/extremereach/j/FEB80D69BB/apply) --- Powered by [Workable](https://www.workable.com)