Sr Manager, Social Support

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, 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.

This role is based in Omaha. 

The Social Support Team Manager leads a global team of Social Media Support Specialists dedicated to supporting LinkedIn members and corporate customers. This role requires flexibility in working hours to accommodate a global team and provide on-call support for weekend escalations. The Social Support team’s primary focus is to assist customers across various channels and support areas, requiring a broad understanding of LinkedIn products and processes. Alongside addressing customer inquiries, the team plays a key role in identifying opportunities to enhance processes, policies, and tool efficiencies. 

As a Senior Manager, you will serve as the leader responsible for developing the team’s strategy for LinkedIn’s global social support function, ensuring alignment with corporate goals and evolving industry trends. You will shape the team’s approach to high-impact escalations, process optimization, and customer engagement, advocating for innovation and technology-driven efficiencies.

This role requires flexibility in working hours to accommodate a global team and provide executive-level oversight of high-visibility social media escalations, including weekends when necessary. You will act as a trusted advisor to senior leadership, leveraging insights from social support to inform product, policy, and communication decisions.

Key Responsibilities:

• Define and execute both short term strategic vision, and be a primary input for long term strategic team need for LinkedIn’s global social support function, driving long-term improvements in quality, efficiency, engagement, and customer satisfaction.

• Lead, mentor, and develop a high-performing global team, fostering a culture of excellence, resilience, and continuous learning.

• Oversee and refine escalation management processes, ensuring high-priority issues are resolved with speed, precision, and minimal reputational risk.

• Serve as a key executive escalation contact for LinkedIn leadership, Corporate Communications, Trust & Safety, and Brand/Social Marketing teams, offering data-driven insights to inform policy and strategy.

• Identify, implement, and advocate for operational improvements that leverage AI, automation, and emerging technologies to enhance service efficiency and scalability.

• Proactively manage LinkedIn’s brand reputation on social channels, shaping and guiding crisis communication strategies in collaboration with PR and leadership.

• Drive cross-functional partnerships with Engineering, Product, Legal, and Customer Operations to influence roadmap decisions and advocate for the voice of the customer.

• Develop robust KPIs and performance metrics, ensuring data-driven decision-making and continuous operational enhancements.

• Champion DEI and employee engagement initiatives to create a collaborative, inclusive, and high-performance team culture.

Qualifications

Basic Qualifications:

• 10+ years of experience in communications, customer support, public relations, social media, brand reputation management,  content moderation or related field. .

• 6+ years of experience leading global teams, with a track record of scaling operations and driving measurable business impact.

Preferred Qualifications:

• Master’s degree in Communications, Public Relations, Journalism, Marketing, Business, or a related field.

• Extensive experience managing high-visibility escalations and external brand perception through social media and digital platf