Director, Product Quality

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  San Francisco, Mountain View/Sunnyvale, New York, or Chicago.

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 real-time 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 and customer experience possible. Your team is the last stop before engineering, so 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 Director 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 role is an important lynchpin among front line support, sales, and R&D teams. Success requires building relationships among our strategic customers, sales, engineering, and product leaders. This person will embody our values of “act like an owner” and “dream big, have fun, and get stuff done” while raising the bar on quality and customer delight, by focusing on experimentation and innovation that improves our customers’ ability to create and achieve economic opportunity. 

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

If you have the right combination of technical skills, business acumen, and leadership ability and are interested in delighting our members and customers by elevating quality standards and delivering actionable insights, we are looking for you. 

Responsibilities: 

• Attract, develop, and lead a team of Product Quality Managers who serve as the primary interface between the Member & Customer Success organization (MCS) and Engineering & Product teams(R&D) 

• Partner with Engineering and Product leadership to enhance product quality and craftsmanship. Improve operational efficiency across all LinkedIn consumer products. 

• Shape vision & strategy to make LinkedIn products friction free and drive alignment across cross-functional teams. 

• Lead by example and inspire the team to innovate and 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. 

• 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. 

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