Sr. Sourcing Shared Services Manager - Customer Service & Communications

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 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.

Location: This role will be based in Atlanta, San Francisco/Bay Area, Chicago, or New York City.

We are looking for a Sr. Sourcing Shared Services Manager (Customer Service & Communications) to join our team to ensure a delightful experience for our internal business stakeholders. In this role, you will centrally manage all customer service issues and implement solutions to solve in a sustainable manner. You will also maintain and enhance all content available regarding Strategic Sourcing that assists the end user navigate our Source to Pay processes. You will measure the satisfaction and success of our business stakeholders for Strategic Sourcing and across Source to Pay.   

Responsibilities: 

• Centrally manage all customer service issues and identify trends through a central repository (to be developed) 

• Ensure a delightful business experience by quickly evaluating the concerns, identifying the root cause, and implementing sustainable solutions 

• Partner closely with Strategic Sourcing and our third-party provider to develop solutions and training, as needed, based on the recurring issues 

• Manage Strategic Sourcing content available for consumption across LinkedIn systems and tools 

• Ensure overall brand compliance and develop the Strategic Sourcing brand for LinkedIn  

• Develop and implement a communication strategy that aligns with Strategic Sourcing Leadership vision 

• Develop and manage all “voice of the customer” initiatives including NPS and customer service surveys and recommend strategies to improve the overall business experience based on the results 

• Leverage tools and technologies to manage and measure the user experience and to capture trends 

• Develop KPIs and best in class metrics to measure Strategic Sourcing’s success 

Qualifications

Basic Qualifications: 

• Bachelor’s degree in business, supply chain, procurement, finance, management, communications or related experience 

• 7+ years of related experience leading and managing communications and customer service functions, preferably in a Sourcing or Procurement capacity 

• Demonstrable knowledge and experience of Strategic Sourcing processes and functions 

Preferred Qualifications: 

• MBA degree 

• Experience driving customer service initiatives within a sourcing organization 

• Experience analyzing data and driving insights and data-driven decision making 

• Experience using and developing reports, metrics and dashboards with PowerBI or other applicable tools 

• Proven experience driving change and assisting with a transforming organization 

• Customer focused, responsive and action oriented with a strong sense of urgency 

• Proficient at managing multiple simultaneous, high-impact workstreams 

• Excellent communication, presentation, analytical and problem solving skills 

• Ability to communicate with senior management 

• Ability to work in a fast-paced, startup environment 

Suggested Skills:

• Customer Service Strategy

• Strategic Sourcing

• Data Driven Analysis

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $123,000 to $200,000.  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