Staff IT Program Manager - Automation
AmplifAI Health
IT, Operations
Mountain View, CA, USA
Posted on Feb 7, 2025
LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
This role will be based in Mountain View, CA or Omaha, NE.
At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.
LinkedIn is looking for a Staff IT Program Manager - Automations, within LinkedIn’s Productivity Engineering Operations (PE Ops) organization. The Productivity Engineering Operations organization spans technology across LinkedIn's infrastructure, security, and business products. We work with IT leaders to help support agents deliver IT services easier, smarter, and at scale by deploying solutions that help to unlock their full potential. We will also commit to transforming the employee experience by delivering support services that are seamless, self-serviced, and automated so that employees can return to work faster.
An ideal candidate has a background in managing cross-functional programs, building scalable support solutions, and a background in enterprise IT, business technology, technical program management, or product management.
Specifically, you will identify, develop, and maintain automation programs for PE Operations. You will streamline workflows, eliminate manual tasks, and optimize processes. By automating repetitive and time-consuming tasks, you enhance operational efficiency, reduce costs, and increase productivity. Process automation is a catalyst for innovation within organizations. You will apply your curiosity and creativity to identify opportunities for automation, leveraging emerging technologies, and implementing innovative solutions driving continuous improvement and fostering a culture of innovation. You are curious about implementing AI tools within support workflows and passionate about creating agentic experiences across the IT operations domain.
Responsibilities:
• Develop and operationalize scalable processes to consistently and effectively identify automation opportunities. You will partner with the IT, business and engineering teams to gather all relevant information to enable you to prioritize requests across dozens of stakeholders.
• Collaborate with IT support leaders to analyze workflows, identify areas for efficiency gains, and determine where automation can enhance support productivity and improve end-user experience
• Partner with engineering teams to recommend product enhancements on behalf of PE Operations that can eliminate ticket volume for IT support.
• Leverage these insights to recommend automation solutions that will automate repetitive IT service management tasks, enhance decision-making processes, and improve end-user IT support experience.
• Create project charters and timelines, manage resources, and drive projects to completion.
• Leverage deep technical expertise to develop detailed plans with key milestones and goals, identify and mitigate risks, solve for dependencies, remove impediments, and ensure timely and smooth program launches.
• Act as an owner of your program. You own the end-to-end execution of your assigned programs and are able to navigate ambiguous situations to drive programs forward to delivery. You have strong organizational planning skills, exceptional communications skills, relationship management skills, and an understanding of ServiceNow and IT operational technologies.
• Develop strong partnerships with technology and business leaders to understand the impact of work on our Sales, Marketing, Talent and Engineering functions.
• Partner with key cross-functional teams including Sales, TPM, Product, Infrastructure and Infosec teams to manage dependencies and collaborate to solve problems.
• Help teams be more efficient by designing and executing process and strategy changes to ensure processes and team scale to the need of organization.
Basic Qualifications:
• B.A./B.S. Degree in a related technical discipline, or equivalent practical experience
•5+ years of experience in IT program management, product management, or management consulting.
•3+ years hands-on experience in process automation technologies and tools, such as RPA, workflow automation, chat bots, and agentic experiences
•3+ years of experience leading successful automation initiatives preferably in the IT service management space
•3+ years of experience creating & executing program, project strategy with clear & measurable success metrics.
•3+ years of experience with IT service management and support ticketing tools (e.g. ServiceNow, ZenDesk, etc.)
Preferred Qualifications
•7+ years’ experience of IT project management, program management, business analyst or consulting in the technology industry specifically SaaS companies
•2+ years with experience in Generative AI models (e.g., GPT, LLMs) and AI based automation tools and frameworks to automate repetitive tasks, enhance decision-making processes, and improve user experience across the support ecosystem
• Experience in PowerBi, Tableau, ServiceNow, or other database/reporting/ tracking tools.
• Ability to quickly build relationships and establish trust within a technical organization.
• Experience working with engineers in an agile development environment.
• Ability to create data driven strategies & recommendations to influence senior leaders.
• Analytical and consulting skills, including the ability to gain a deep understanding of customer needs and drive solutions that are consistent with support strategies and methodology.
• Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Previous experience in technical or customer support operations or supporting technology at scale.
Suggested Skills:
• IT Program Management
• Enterprise IT
• IT Service Management (ITSM)
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $127,000 to $207,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://microsoft.sharepoint.com/:b:/t/LinkedInGCI/EeE8sk7CTIdFmEp9ONzFOTEBM62TPrWLMHs4J1C_QxVTbg?e=5hfhpE. Please reference https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
-Documents in alternate formats or read aloud to you
-Having interviews in an accessible location
-Being accompanied by a service dog
-Having a sign language interpreter present for the interview
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice
Join us to transform the way the world works.
This role will be based in Mountain View, CA or Omaha, NE.
At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.
LinkedIn is looking for a Staff IT Program Manager - Automations, within LinkedIn’s Productivity Engineering Operations (PE Ops) organization. The Productivity Engineering Operations organization spans technology across LinkedIn's infrastructure, security, and business products. We work with IT leaders to help support agents deliver IT services easier, smarter, and at scale by deploying solutions that help to unlock their full potential. We will also commit to transforming the employee experience by delivering support services that are seamless, self-serviced, and automated so that employees can return to work faster.
An ideal candidate has a background in managing cross-functional programs, building scalable support solutions, and a background in enterprise IT, business technology, technical program management, or product management.
Specifically, you will identify, develop, and maintain automation programs for PE Operations. You will streamline workflows, eliminate manual tasks, and optimize processes. By automating repetitive and time-consuming tasks, you enhance operational efficiency, reduce costs, and increase productivity. Process automation is a catalyst for innovation within organizations. You will apply your curiosity and creativity to identify opportunities for automation, leveraging emerging technologies, and implementing innovative solutions driving continuous improvement and fostering a culture of innovation. You are curious about implementing AI tools within support workflows and passionate about creating agentic experiences across the IT operations domain.
Responsibilities:
• Develop and operationalize scalable processes to consistently and effectively identify automation opportunities. You will partner with the IT, business and engineering teams to gather all relevant information to enable you to prioritize requests across dozens of stakeholders.
• Collaborate with IT support leaders to analyze workflows, identify areas for efficiency gains, and determine where automation can enhance support productivity and improve end-user experience
• Partner with engineering teams to recommend product enhancements on behalf of PE Operations that can eliminate ticket volume for IT support.
• Leverage these insights to recommend automation solutions that will automate repetitive IT service management tasks, enhance decision-making processes, and improve end-user IT support experience.
• Create project charters and timelines, manage resources, and drive projects to completion.
• Leverage deep technical expertise to develop detailed plans with key milestones and goals, identify and mitigate risks, solve for dependencies, remove impediments, and ensure timely and smooth program launches.
• Act as an owner of your program. You own the end-to-end execution of your assigned programs and are able to navigate ambiguous situations to drive programs forward to delivery. You have strong organizational planning skills, exceptional communications skills, relationship management skills, and an understanding of ServiceNow and IT operational technologies.
• Develop strong partnerships with technology and business leaders to understand the impact of work on our Sales, Marketing, Talent and Engineering functions.
• Partner with key cross-functional teams including Sales, TPM, Product, Infrastructure and Infosec teams to manage dependencies and collaborate to solve problems.
• Help teams be more efficient by designing and executing process and strategy changes to ensure processes and team scale to the need of organization.
Basic Qualifications:
• B.A./B.S. Degree in a related technical discipline, or equivalent practical experience
•5+ years of experience in IT program management, product management, or management consulting.
•3+ years hands-on experience in process automation technologies and tools, such as RPA, workflow automation, chat bots, and agentic experiences
•3+ years of experience leading successful automation initiatives preferably in the IT service management space
•3+ years of experience creating & executing program, project strategy with clear & measurable success metrics.
•3+ years of experience with IT service management and support ticketing tools (e.g. ServiceNow, ZenDesk, etc.)
Preferred Qualifications
•7+ years’ experience of IT project management, program management, business analyst or consulting in the technology industry specifically SaaS companies
•2+ years with experience in Generative AI models (e.g., GPT, LLMs) and AI based automation tools and frameworks to automate repetitive tasks, enhance decision-making processes, and improve user experience across the support ecosystem
• Experience in PowerBi, Tableau, ServiceNow, or other database/reporting/ tracking tools.
• Ability to quickly build relationships and establish trust within a technical organization.
• Experience working with engineers in an agile development environment.
• Ability to create data driven strategies & recommendations to influence senior leaders.
• Analytical and consulting skills, including the ability to gain a deep understanding of customer needs and drive solutions that are consistent with support strategies and methodology.
• Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Previous experience in technical or customer support operations or supporting technology at scale.
Suggested Skills:
• IT Program Management
• Enterprise IT
• IT Service Management (ITSM)
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $127,000 to $207,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://microsoft.sharepoint.com/:b:/t/LinkedInGCI/EeE8sk7CTIdFmEp9ONzFOTEBM62TPrWLMHs4J1C_QxVTbg?e=5hfhpE. Please reference https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
-Documents in alternate formats or read aloud to you
-Having interviews in an accessible location
-Being accompanied by a service dog
-Having a sign language interpreter present for the interview
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice