Senior Manager, Product Technical Services

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

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role is based in our Mountain View/Sunnyvale CA or San Francisco CA office and 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
• 10+ years’ experience in s