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 Sunnyvale or Omaha.
As an Associate Technical Services Manager, 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. Associate 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, members impacted, revenue impact, and other relevant factors.
In addition to providing operational support for member escalations and product bugs, Associate Technical Services Managers are also expected to drive strategic initiatives to improve product quality. Associate Technical Services Managers also play an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.
Responsibilities:
Owns a product or major product features; influencing business decisions with limited manager oversight
Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
Review, investigate, and resolve complex technical member cases within the target SLAs
Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
Report on escalation trends, top issues, and improvement opportunities
Organize and/or participate in team discussions, inviting diverse ideas and engaging in healthy conflict when needed
Work independently to find facts and effectively communicate ideas that enhances products/services
Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
Attend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiatives
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
Basic Qualifications:
BA/BS degree in Computer Science, Computer Engineering or equivalent experience
3+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or a related field
Preferred Qualifications:
Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies
Familiarity with Unix and cURL
Ability to interact with diverse groups of technical and non-technical people
Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data
Strong results-orientation and direct experience in utilizing data to identify critical trends
Knowledge of Hive and Pig
Working knowledge of other business analytics tools (e.g., Tableau and Business Objects) a plus
Familiarity with issue management systems such as JIRA and Bugzilla
Familiarity with CRM systems such as Salesforce and Zendesk
Suggested skills:
SQL
HTML
JavaScript
Unix
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $85,000 to $140,000. 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 annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
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