Tech Enablement Lead

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 can be based in New York or San Francisco. 

The Tech Enablement Lead will work as part of LinkedIn’s Go To Market (GTM) Enablement organization, specifically with the Member and Customer Success with a focus on technology for Global Support (GS) and Customer Success (CS) teams, focusing on equipping customer success and support professionals with technology-driven solutions. This role will serve as a strategic partner, blending enablement with data and technology to ensure teams across LinkedIn have the tools, insights, and training needed to exceed customer and member expectations. 

This individual will be responsible for creating and implementing scalable, tech-focused enablement programs, including dashboards, automation tools, and digital learning experiences. The successful candidate will demonstrate strong technical proficiency, the ability to drive initiatives from end to end, and the capacity to generate actionable insights that align with LinkedIn's overall goals. 

Responsibilities: 

• Stakeholder Management and Program Leadership: Build meaningful relationships with cross-functional partners and collaborate closely with product, engineering, and data teams to develop technology enablement programs tailored for customer success and support professionals. 

• Technical Enablement Solutions: Develop, manage, and implement enablement solutions and tools that leverage data analytics, automation, and e-learning to enhance the effectiveness of Global Support professionals. This includes designing and managing interactive dashboards, reports, and learning modules. 

• Data Analysis and Insight Generation: Conduct root cause analysis and leverage data-driven insights to identify key trends in service quality, customer satisfaction, and team productivity. Present insights to senior leadership and develop strategies based on findings. 

• Project Management and Execution: Manage the end-to-end lifecycle of enablement programs, from design and development through to implementation and evaluation, ensuring alignment with business priorities and adaptability to changing needs. 

• Quality and Readiness Assessment: Collaborate with Service Quality teams to establish and maintain high standards for enablement program performance and effectiveness. Design feedback loops and metrics to assess the impact of enablement initiatives on service quality. 

• Continuous Improvement: Utilize data, feedback, and change management principles to iteratively improve enablement tools and training resources. Implement strategies for ongoing optimization of enablement processes to adapt to evolving business needs and technologies. 

Qualifications

Basic Qualifications: 

• 6+ years of experience in tech enablement, service quality management, customer success quality, or related fields. 

• Proven track record in managing enablement or quality programs with a focus on data-driven insights and technology integration. 

• Experience in data analysis tools, such as Excel, Tableau, or similar platforms. 

• Experience in project management with an emphasis on delivering tech-driven enablement programs. 

Preferred Qualifications: 

• Analytical and data-driven with a deep understanding of key metrics for service quality and customer success. 

• Excellent verbal and written communication skills, with the ability to present complex data in a clear and impactful way to senior leadership. 

• Experience using AI-driven tools for data analysis and learning management systems (LMS) for training programs. 

• Ability to operate autonomously, driving results and strategic initiatives independently. 

• Knowledge of Six Sigma or similar quality management methodologies.