Executive Response Case Manager

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.

This role is based in Omaha. 

We are looking for an Executive and Crisis Comms Manager with experience across corporate reputation and community development for a full-time position. This individual will join our Member and Customer Success team, working with cross-functional partners to identify and respond to escalations involving executive tags and mentions on LinkedIn and external social networks in addition to activating the company's strategic response and crisis process for potentially brand damaging and media sensitive issues. This is a newly created position with tremendous opportunities for learning and growth, reporting to the Senior Manager of Executive Escalations.

We’re looking for someone who thrives working across multiple teams to solve complex issues. They’ll be passionate about driving member and customer resolutions while surfacing timely signal to our Trust and Product partners.  They should also have a strong understanding of the social environment, escalations, and managing issues on behalf of executive leadership.

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 the LinkedIn Omaha office, depending on what’s best for you and when it is important for your team to be together.

Responsibilities:

• Oversees strategic response processes to trending issues or escalations, at times media or legally sensitive and assists with issue response, driving internal alignment across departments and regions

• Triages, escalates, and manage responses to events impacting the LinkedIn brand as well as member trust

• Leads major escalation incidents, advising on response strategy and execution to drive resolution

• Uses advanced written and verbal communication skills to de-escalate emotional issues and communicate clearly across teams, departments, and senior leadership

• Partners closely with cross-functional teams to support real-time issues while influencing consistent company response across escalations

• Analyzes escalation data to determine its scope and severity and exercising best judgment to determine action required

• Partner across multiple teams to help influence consistent company responses across customer service channels

• Leverage on-platform insights as signal by providing guidance to global communications, policy and several cross-functional teams on emerging trends and issues facing the company and social networks broadly

• Ensure maximum customer satisfaction by ensuring interactions with users are precise, timely and on brand in response to their inquiries.

• Identify product opportunities to improve the customer experience and assist staff in preparing and delivering proactive messages to the customer as appropriate

• Operates autonomously, using discretion when dealing with sensitive information, and applying best practices and judgment to identify problems and actions to address them

Basic Qualifications:

• 5+ years of experience in customer support leadership escalations and crisis management in a customer support setting, with a heavy focus on communications utilizing multiple communication channels (email, chat and phone) 

• Strong executive communication skills

Preferred Qualifications:

• Excellent written and verbal communication skills with ability to concisely and effectively address questions while providing subject matter expertise on escalated issues

• Strong strategic and tactical working knowledge of social media and how it can be leveraged to drive  results, including de-escalating members and recovering trust.

• Experience working on escalations on behalf of executives or senior leaders.

• Strong results orientation in a dynamic, high-growth, fast paced environment with proven track record of delivering outcomes with tight deadlines and cross-functional dependencies.

• Quick learner and self-starter who has the ability to solve problems collaboratively across numerous teams.

• Detail oriented with capacity to organize and prioritize multiple tasks simultaneously.

• Ability to create and present information to groups large and small that is clear and concise and adds value to the greater good of the participants, department and organization.

Suggested Skills:

• Customer Support
• Executive Escalations 
• Stakeholder Management 

LinkedIn is committed to fair and equitable compensation practices.  

The pay range for this role is $80.000-$130,000. 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 

We seek candidates with a wide range of perspectives and backgrounds and we are 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.

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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:

• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

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.

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