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Senior Manager, Product Technical Services

LinkedIn

LinkedIn

IT, Product
Mountain View, CA, USA
Posted on Thursday, June 13, 2024
Company Description

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.

Job Description

This role can be based out of either San Francisco CA, Sunnyvale CA, or Omaha NE.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.

Looking for an opportunity to transform a business? LinkedIn is looking for a strategic, customer-focused leader to champion product quality in an extremely fast paced, hyper growth environment. Your team will monitor product health and quality based on data gathered from multiple sources (including product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible. Your team is Tier 2 and Tier 3 support. They are the last stop before engineering; the most complex issues not resolved through other support channels are escalated to your team to investigate, triage, and resolve.

In addition to providing operational support for member escalations, your team is chartered to champion product quality, and it is your role to drive strategic initiatives to improve product quality across your suite of products and the entire company. Your team plays an essential role in raising the bar of product quality by advocating the user's perspective, providing technical insights, and fostering collaboration.

As a Leader of Product Quality, you will have large, end-to-end scope for a multibillion dollar line of business, working across the entire ecosystem of LinkedIn, to strategically implement proactive friction identification and swift resolution. This person will raise the bar on quality and customer delight, focusing on experimenting, innovating, and making scalable impact in enabling our members and customer success. This role will be an important lynchpin between front line support, sales, and R&D teams, interacting with customers, sales, engineering and product leaders.

This role requires a strong people leader, with a passion for developing and transforming your team. This team is globally distributed and embedded with the various product engineering teams, so it’s essential that you’re a manager and a leader that can build, develop, and lead teams that operate autonomously and effectively.

Responsibilities:

  • Attract, develop and lead a 20+ person global team of Technical Escalation Specialists and Technical Services Managers who serve as the primary interface between the Member & Customer Success organization (MCS) and Engineering & Product (R&D)
  • Partner with engineering and product leadership to enhance product quality and craftsmanship. Improve operational efficiency across all of LinkedIn consumer products
  • Shape vision & strategy for the team’s operational model within Product Operations and R&D & drive alignment across cross-functional teams and within MCS
  • Lead by example and inspire the team to perform at a very high level, collaborating effectively across several engineering, product, operations and sales teams
  • Define a best in class product technical support model & hiring profile
  • Promote the LinkedIn brand by ensuring high quality product experiences, defining & holding others accountable for SLAs, and determining escalation paths and thresholds for business-critical bugs that affect members and customers.
  • Develop and implement reporting to track key metrics and quickly identify trends to drive proactive resolutions
  • Conduct monthly & quarterly quality reviews to draw insights and drive influence
  • Drive analysis of strategic opportunities, lead growth initiatives and special projects, leverage data teams to provide operational dashboards & quality driver analysis on a regular basis
  • Champion a culture of Members First by leading initiatives to deliver delightful customer experiences


Qualifications

Basic Qualifications:

  • BA/BS degree in technical or related field
  • 5+ years of people management experience (managing direct reports)
  • 10+ years of experience in quality assurance, quality engineering for software products, product operations, technical program management, technical support, or similar technical field
  • Project or program management experience


Preferred Qualifications:

  • Current working experience in a strategic and analytical leadership role partnering with Product and/or Engineering leaders
  • Experience managing global, distributed teams
  • Technical background in either Engineering, QA, TPM, Analytics, Product Operations, Escalation support or other technical functions
  • MBA degree
  • Strong results-orientation skills, problem solving, and experience utilizing data to identify critical trends
  • High bar for quality and perspective on product quality & operational best practices
  • Ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Experience driving cross-functional programs
  • Strong relationship building and leadership skills


Suggested Skills:

  • People Leadership
  • Product Quality
  • Quality Assurance
  • Program Management
  • Technical Support


LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $146,000 to $242,000. 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.

Additional Information

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: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information: 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.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

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

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.


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://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.

In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.

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