Product Operations Manager, Business Platform

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

Product Operations Manager, Business Platform 

This role is located in San Francisco or Sunnyvale. It can also be located in New York, though may require Pacific time zone meetings where many cross-functional stakeholders are located. 

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.

Product Operations Managers are LinkedIn’s cross functional team communicators and collaborators shaping products/solutions using analytics to represent the voice of the members and to help improve LinkedIn’s product health and quality. They are relentlessly focused on driving a stellar member/customer experience for the millions of people using LinkedIn’s products, partnering with Product, Engineering, Design, Marketing, and Operations teams to quantify user friction in both new and structured ways, measurably enhance the product experience, and increase internal team efficiency by driving tool improvements and enablement. 

A blend of detective work, influencing, analytics, and executive communication make this a unique and exciting role that will provide an opportunity to work with multiple teams across the company and around the globe. 

This role is focused primarily on our checkout, payments and billing experiences for online subscribers with our Business Platform team, but may flex across Business Platform (e.g., user and access management, help centers, live chat and Virtual Chat Assistants, internal team tools).

Responsibilities: 

• Work with their product, operations, marketing, design, and engineering teams to influence and shape the product strategy and roadmap, drive change for key issues, and prioritize product change requests based on issue volume, members impacted, revenue impact, other relevant metrics, and illustrations of the user journey to create user empathy. 
• Aggregate and analyze member issues using internal tools and queries (i.e., SQL) of all available data sources to gather user insights to influence and shape the product roadmap, help set targets, and to track and communicate post-launch impact.  
• Collaborate closely with their product and design teams to ensure operational team processes are factored into new product development plans and designs, and to integrate solutions to identify user experience issues in upcoming versions.   
• Drive creation of LinkedIn help center content creation in collaboration with LinkedIn’s content writers, in order to ensure members are able to find answers to the most frequently asked questions. 
• Understand and communicate all upcoming product features and user experience changes to key stakeholders like Operations and Marketing, including driving regular reporting and executive-friendly readouts. 
• Develop and/or contribute to internal programs to scale best practices and new mechanisms that help improve product quality and health and/or new operating models.
• Occasional travel may be required to LinkedIn office locations to give training, to understand processes, tools and needs, as well as to gather insights from our LinkedIn members.

Qualifications

Basic Qualifications:  

• Bachelor’s degree or equivalent relevant work experience. 
• 4+ years’ experience in one or more of the following areas: Product Operations Management, Management Consulting, Program Management, Operations Management, Product Management, or Project Management. 
• 1+ years experience with SQL, R or an equivalent data analytical language. 

Preferred Qualifications:  

• Experience with Enterprise Software. 
• Experience with Payments and Billing.
• Experience in a Voice of Customer role. 
• Experience with CRMs, such as: Salesforce, Microsoft Dynamics, etc. 
• Experience in gathering business insights and identifying trends from data, including combination of data from multiple sources. 
• Strong organizational skills and attention to detail. 
• Cross functional collaboration and negotiation skills. 
• Strong verbal and written communication skills.  
• Expe