Senior Technical Services Manager

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

This role will be based in Sunnyvale, Omaha, or New York.

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.

As a Sr. Technical Services Manager in the Product Quality organization, you will act as a senior-level expert in ensuring the highest level of product health and quality for our members and customers. You will leverage your advanced technical and analytical skills to monitor, diagnose, and resolve complex product issues, working closely with Engineering and Product Management to drive continuous improvement. 

You will take ownership of escalations and high-impact product issues, applying your deep technical knowledge to solve problems and identify root causes. You will also spearhead strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. You will play an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.  

You will be a leader and an influencer in the Product Quality organization, leading team projects, defining improvements, and challenging ideas respectfully. You will also communicate effectively with diverse groups of technical and non-technical stakeholders, reporting on escalation trends, top issues, and improvement opportunities.  

Responsibilities: 

• Act as a senior technical expert, owning the product health and quality for a large product area or multiple products. 

• Develop, drive and execute a strategic and tactical roadmap to proactively identify and prevent production issues 

• Own the product quality of a large product and feature set, or multiple products, and influence business decisions and key projects accordingly 

• Monitor and analyze key metrics related to product quality and drive initiatives to achieve and improve related goals 

• Review, investigate, and resolve complex technical member cases within the target SLAs 

• Lead, organize and/or participate in cross team discussions, bringing in diverse perspectives and ensuring ideas are challenged respectfully 

• Build, monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed 

• Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible 

• Report on escalation trends, top issues, and improvement opportunities to key stakeholders 

• Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues 

• Drive overall support readiness for new products and features 

Qualifications

Basic Qualifications: 

• BA/BS degree in Computer Science, Computer Engineering or related technical fields 

• 8+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field 

• Experience working with databases like SQL, Oracle or similar  

• Professional experience with Unix command line and/or Unix shell scripting  

• Professional experience with APIs or other web development technologies  

Preferred Qualifications: 

• Analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data

• Directional use of data to influence priorities and initiatives

• Builds trust and communicates effectively with stakeholders at all levels, through various mediums, to both technical and non-technical audiences, tailoring messaging to meet the needs of the audience

• Exhibits strategic thinking and a long-term vision to drive organizational success