Senior Manager, xMCS Strategy and Operations

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. 
 
This role will be based in San Francisco, Omaha, NE, New York City, New York, or Sunnyvale, CA. 

The Senior Manager of xMCS Strategy & Operations will play a key role in defining the future-state vision of support delivered across lines of businesses for key areas such as Field customers, Online Customers, LinkedIn.com members, etc. The role will be responsible for designing and delivering strategic initiatives to move closer to that future-state vision, deriving insights from LinkedIn's member, customer, product, and sales data, and helping to ensure efficient and effective operations. The Senior Manager will lead a high-performing team responsible for helping executives and Support leadership make data-driven decisions by leveraging timely analyses, external benchmarking, and customer feedback/sentiment. 

The ideal candidate will have exceptional analytical and problem-solving skills and be comfortable interacting with all levels and functions, including Executive Management, Member & Customer Support, Product Operations, Finance, Business Operations, Customer Success, and Sales Operations leaders and colleagues. We're seeking a self-starter who can recognize where processes can be improved and who will take the initiative to improve them. Using strong communication skills, the Senior Manager will effectively collaborate with a variety of people and job functions across all geographies, accomplishing tasks of moderate to high complexity and scope, and can perform in a challenging and extremely fast-paced environment. 

Responsibilities:   

• Act as trusted advisor and partner with MCS Leadership, helping define vision & strategic priorities for customer support across key focus areas. 

• Drive key initiatives & programs (individually and via team) related to customer service & support, organizational restructuring, productivity enhancements, and strategic planning. 

• Partner closely with MCS, Product, R&D, Ops teams to identify opportunities for increased efficiencies and ease of doing business. 

• Prepare exec communications (e.g., quarterly business reviews, initiative readouts). 

• Develop and set targets for measures of team success. 

• Work with fascinating data and be at the front of thought leadership for the company's customer experience strategy. 

Qualifications

Basic Qualifications:   

• Bachelor’s degree in Data Science, Business Analytics, Statistics, Economics or related quantitative field.   

• 5+ years’ work experience in management consulting, strategy, or business operations. 

• 1+ years of people managing experience. 

Preferred Qualifications:   

• MBA 

• Strong communication skills, including written and verbal communication experience with senior management. 

• Experience working in high-growth, performance-focused environments. 

• Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making. 

• Experience using and developing reports, metrics, and dashboards with Salesforce.com, SQL, and Tableau. 

Suggested Skills:  

• Data-Driven Decision Making 

• Cross-Functional Collaboration 

• Strategic Initiative Leadership 

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $146,000 to $237,000. 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 annu