Senior Specialist, HR Operations

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 will be based in Mountain View. 

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. 

The Senior Specialist, HR Operations – Partner Services is passionate about delivering end-to-end customer-focused solutions and drives the HR Operations team to deliver superior services to our end-users: Employees, Alumni, Partners and Stakeholders.    

Working closely with other members of our Global Talent Organization, the Senior Specialist will exhibit a broad scope of knowledge and contribute proactively to the planning and delivery of day-to-day HR service delivery activities.    

The Senior Specialist ensures that Partner Services is consistently on track for delivering a high-level customer experience, driving the team to execute with efficiency and ensuring adherence to LinkedIn process, culture, and values.   

Responsibilities:    

Deliver  

• Establishes and cultivates operationally excellent service delivery standards, driving incremental improvement in our performance outcomes  
• Identifies customer issues and needs by maintaining an excellent relationship with end-users and stakeholders, collaborating across teams and peers to deliver services that achieve satisfaction within SLAs 
• Provides expert support and acts as an escalation POC on the team, effectively resolving the most complex issues and escalations (including executive level) VIPs   
• Ensures our cases & team workload are appropriately distributed and team delivery targets are met 
• Tracks metrics around service delivery outcomes, trends, and team outputs   
• Demonstrates expert level communication by anticipating follow-up questions/concerns and addressing proactively in all interactions across the team, and cross functionally 
• Complete data integrity audits to prevent negative impact to our HR systems or tools  
• Manage client expectations by communicating process status and issues  
• Act as HR tools expert to ensure data and information is complete and accurate 
• Comply with federal, state and local legal requirements 

Develop  

• Partners with the Manager to hire exceptional talent, manages  or oversees a team of Associates, HR Operations  
• Drives accountability by selecting measurable goals and consistently monitoring outcomes, providing direct and timely feedback to direct reports  
• Anticipates required team capacity and works with leadership to secure resources required to handle all in-scope work  
• Performs ad hoc management tasks as needed i.e. data gathering, coordination, allocation, scheduling, team morale initiatives, covering absences, etc.  
• Supports KCS methodology consistently and drive initiatives as guided by the Knowledge Team 
• Proactively assess data, identify trends, recommend solutions and implement where applicable  
• Lead in the implementing and administration of a variety of HR programs, policies, processes and services 

Scale  

• Ensures all training, customer-facing knowledge articles (KAs) and Standard Operating Procedures (SOPs) are in place and kept updated 
• Utilizes a data-driven approach to enhance the employee experience, optimize processes and make informed decisions or recommendations to leadership 
• Champions changes to process, policy and tools which result from technology enhancements, continuous improvement efforts, strategic programs or relevant legislation 
• Help drive and mature the HR Operations employee self-service strategy by ensuring all knowledge articles are thorough, up to date and effective  
• Train team on all aspects of the job and best practices, and ensure the team is prepared to support each service with quality outcomes   
• Have a broad knowledge base of all our HR processes, systems & policies and support any change management 

Partner  

• Act as a point of contact f