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 is based in Omaha, NE.
This role is perfect for someone who is passionate about maximizing the impact of a Global Support organization and is experienced at driving organizational change. We are looking for a Global Support Performance Consultant who partners with senior Global Support leaders (VP, Sr Director) and collaborates closely with Global Support Operations and our Global Support Enablement team to deliver transformational behavior change initiatives that lead to improved operational metrics and business results.
As a Performance Consultant, you are responsible for recommendations that influence the Global Support scorecard, processes and performance. You are highly attuned to the Global Support organization’s strategy and goals, acting as extension of its leadership team and partnering with senior leaders to provide enablement solutions and change management plans that help increase the organization’s productivity.
You will use both qualitative and quantitative analyses to provide insights into current process blockers, skills and technology gaps that limit the potential of the global support team. Your background and business acumen ensures successful evaluation of existing approaches, identify business critical process, skills and technology gaps and create strategic plans to improve rep performance to the metrics that matter. You will create tailored solutions, delivering enablement experiences in partnership with subject matter experts, driving change management strategies that enhance the career trajectories of Global Support teams and drive measurable results that move the business forward. Through your deep understanding of Global Support from consistent, direct observation of reps and cases, you will also act as voice of reps to input into global priorities and initiatives. You will coach and activate Support leaders and reps to increase their overall performance.
Responsibilities:
Serve as key business partner to Global Support leaders and a highly matrixed cross-functional organization to identify key business needs and gaps, and create strategic plans that drive business impact
Conduct data-driven analysis through direct observation, qualitative and quantitative methods to uncover knowledge, skills, technology, and operational process gaps
Plan and execute a comprehensive and scaled regional enablement strategy that delivers quantifiable behavior change and business results
Measure initiative effectiveness and ROI in partnership with Strategy & Operations, and influence leaders to hold their teams accountable to deliver operational metrics. Use feedback loops to inform reinforcement tactics to further support behavior change in partnership with Global Support and other partner teams.
Collaborate with multiple senior stakeholders and build coalitions of executive sponsors
Demonstrate command of adult learning principles to design effective and engaging training moments
Use your expertise and business acumen to inform enablement strategy, spur innovation, and provide mentorship to junior ICs across Global Enablement
Coach Global Support leaders and reps to improve their team’s performance.
Partner with technology experts to monitor knowledge/skill gaps, surface wins and drive learning reinforcement (e.g., Qualtrics)
Drive change management by securing key stakeholder and cross-functional alignment, buy in, and sponsorship and delivering exceptional enablement and change management strategies that ensure long-term behavior change
Basic Qualifications:
2+ years in a customer or member facing role
7+ years combined strategy & operations, change management, enablement and/or consulting experience
Bachelor's degree in business, marketing, education or other related field
Preferred Qualifications:
2+ years managing a support or customer service team
Exceptional executive communications skills with demonstrated ability to influence executives / align groups of senior stakeholders without formal authority
Ability to navigate a complex, matrixed and fast paced organization, partnering with cross-functional stakeholders to roll out big programs or change management initiatives
Deep behavior and / or technology change management experience
Ability to perform robust data analysis including generating insights
Experience with adult learning concepts and learning design concepts and tools, with demonstrated ability to build programs that are innovative and effective in driving business outcomes
Program/project management skills, with an ability to own and lead an enablement program from end to end
Resourcefulness in ambiguity – ability to self-solve when faced with challenges
Ability to deconstruct complex problems, root cause the underlying drivers and offer solutions that are rooted in business priorities
Command of an audience as demonstrated by facilitation and/or public speaking experience
Fluency in ML / AI tools, specifically Conversational Intelligence software, Learning Management Systems, AI Enablement software, project management software, and MS Excel and PowerPoint.
Suggested Skills:
Data Driven
Communication Skills
Stakeholder Management
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $93,000- $143,000. 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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