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. 

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.

As a Technical Services Manager in the Product Quality org supporting LinkedIn Learning, you will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member & customer experience possible. 

Your team is the last stop before engineering, so the most complex issues not resolved through other support channels are escalated to you to investigate, triage, and resolve. Technical Services Managers aggregate and analyze member bugs/issues using internal tools, path analysis reports, available data, and then work with their Product & Engineering stakeholders to drive fixes for key product issues, prioritized based upon issue volume, the number of members impacted, revenue impact, and other relevant factors. 

In addition to providing operational support for member escalations and product bugs, Technical Services Managers are expected to drive strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. You will also be joining the team at a pivotal point when we are heavily investing in getting more proactive about improving our products. 

We are a team that strongly believes in our LinkedIn values especially Think Big, Get Stuff Done and Know How to Have Fun! We are looking for passionate people from diverse backgrounds with leverageable experience for this role. Don't worry if you don't meet all the requirements. If you believe your experiences will help you excel in this role, please apply!

Responsibilities:

1. Improve Product Quality

   • Oversee the quality of a large product and feature set or multiple products.

   • Drive initiatives to improve product quality, review and resolve complex technical issues within target SLAs.

   • Use technical expertise and product knowledge to solve complex member and customer issues. 

   • Work directly with Learning Engineering teams to fix production issues

   • Conduct post mortems to identify process gaps, implement corrective actions to prevent recurrence of similar issues.

2. Proactive Monitoring of Product 

   • Continuously monitor key metrics related to product quality.

   • Build, monitor, and analyze reporting dashboards to quickly identify and correct issues.

   • Report on escalation trends, top issues, and improvement opportunities.

3. Influence Product Roadmap through Collaboration with Engineering and Product Teams

   • Influence the direction of team strategy with an impact across the organization, leading team projects and defining improvements.

   • Partner with Product and Engineering stakeholders to enhance the member experience.

   • Drive strategic decisions that influence the product roadmap based on insights gathered from ongoing issues and challenges.

Qualifications

Basic Qualifications:

• BE/BS degree in Computer Science, Computer Engineering, Software Engineering, Data Data Science, Data Engineering or related technical fields

• 6+ years of experience in Product Operations, Quality Assurance, Technology Consulting, Technical Support, Quality Assurance, Technical Sales, Technical Product Management or related field

Preferred Qualifications:

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

• Advanced SQL

• Intermediate Hive, and Pig skills

• Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels