This role will be based in San Francisco, Mountain View/Sunnyvale, New York, or Chicago.
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.
Looking for an opportunity to transform a business? LinkedIn is looking for a strategic, customer-focused leader to champion product quality in an extremely fast-paced, hyper growth environment. Your team 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 and 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 your team to investigate, triage, and resolve.
In addition to providing operational support for member escalations, your team is chartered to champion product quality, and it is your role to drive strategic initiatives to improve product quality across your suite of products and the entire company. Your team plays an essential role in raising the bar of product quality by advocating the user's perspective, providing technical insights, and fostering collaboration.
As a Director of Product Quality, you will have large, end-to-end scope for a multibillion dollar line of business, working across the entire ecosystem of LinkedIn, to strategically implement proactive friction identification and swift resolution. This role is an important lynchpin among front line support, sales, and R&D teams. Success requires building relationships among our strategic customers, sales, engineering, and product leaders. This person will embody our values of “act like an owner” and “dream big, have fun, and get stuff done” while raising the bar on quality and customer delight, by focusing on experimentation and innovation that improves our customers’ ability to create and achieve economic opportunity.
This role requires a strong people leader, with a passion for developing and transforming your team. This team is geographically distributed and functionally embedded with the various product engineering teams, so it is essential that you are a manager and a leader that can build, develop, and lead teams that operate autonomously and effectively.
If you have the right combination of technical skills, business acumen, and leadership ability and are interested in delighting our members and customers by elevating quality standards and delivering actionable insights, we are looking for you.
Responsibilities:
Attract, develop, and lead a team of Product Quality Managers who serve as the primary interface between the Member & Customer Success organization (MCS) and Engineering & Product teams(R&D)
Partner with Engineering and Product leadership to enhance product quality and craftsmanship. Improve operational efficiency across all LinkedIn consumer products.
Shape vision & strategy to make LinkedIn products friction free and drive alignment across cross-functional teams.
Lead by example and inspire the team to innovate and to perform at a very high level, collaborating effectively across several engineering, product, operations, and sales teams.
Define a best-in-class product technical support model & hiring profile.
Promote the LinkedIn brand by ensuring high quality product experiences, defining & holding others accountable for SLAs, and determining escalation paths and thresholds for business-critical bugs that affect members and customers.
Conduct monthly & quarterly quality reviews to draw insights and drive influence.
Drive analysis of strategic opportunities, lead growth initiatives and special projects, leverage data teams to provide operational dashboards & quality driver analysis on a regular basis.
Champion a culture of Members First by leading initiatives to deliver delightful customer experiences.
Champion a culture of diversity, inclusion and belonging and Speak Up within the organization.
Basic Qualifications:
BA/BS degree
10+ years of professional experience in software engineering, quality assurance, product operations, technical support, or similar technical field.
5+ years of people management experience.
Preferred Qualifications:
MBA degree.
Bachelor’s degree in technical fields such as: Computer Science, Computer Engineering, or Electrical Engineering.
3+ years of managing managers.
Project or program management experience.
Current working experience in a strategic and analytical leadership role partnering with Product and/or Engineering leaders.
Experience managing global, distributed teams.
Technical background in Engineering, QA, TPM, Analytics, Product Operations, Escalation support or other technical functions.
Results-orientated and track record of operational success
Experience utilizing data to identify critical trends and derive insights to inform strategy and operational changes.
Knowledge and perspective on product quality & operational best practices.
Experience communicating complex subjects to both technical and non-technical audiences at all levels.
Experience driving cross-functional programs.
Suggested Skills:
Strategic Thinking
Team Building
Executive Presentation
Change Management
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $174,000 to $286,000 USD. 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.
Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
