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 Bangalore, India.
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 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.
Finally, this role requires a strong people leader, with a passion for developing and transforming your team. This team is entirely distributed and embedded with the various product engineering teams, so it’s essential that you’re 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 by elevating quality standards and delivering actionable insights, we’re looking for you.
Responsibilities:
Lead a team of Technical Services Managers who serve as the primary interface between the Global Customer Operations organization (GCO) and Engineering
Review, investigate and resolve member cases escalated to your team within the target SLAs
Develop and implement reporting to track key product quality metrics and quickly identify trends and opportunities
Conduct monthly & quarterly quality reviews to draw insights and drive influence
Partner with Engineering and Product Management to set and enhance quality standards
Champion a culture of Members First by leading initiatives to deliver delightful customer experiences
Coach and develop your team and partners to enhance their effectiveness and wellbeing
Collaborate with sales, marketing and operation leadership to deliver value to LinkedIn by elevating product quality and craftsmanship
Basic Qualifications:
7+ years of professional working experience in technical support, software engineering, quality assurance, product operations or similar technical field
2+ years of people management experience
Project or program management experience
Current working experience in a strategic and analytical leadership role partnering with Product and/or Engineering leaders
Bachelor’s degree or equivalent relevant experience
Preferred Qualifications:
Bachelor’s degree in a technical field such as Computer Science, Computer Engineering, or Electrical Engineering
Experience managing global, distributed teams
Strong results-orientation and direct experience in utilizing data to identify trends and opportunities.
Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data
Experience using business analysis and operations tools including sensitivity analysis, risk benefit analysis, optimization, and statistical control charts
Working knowledge of SQL and other business analytics tools (e.g., Tableau and Business Objects)
Familiarity with issue management systems such as JIRA and Bugzilla
Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels
Ability to interact with diverse groups of technical and non-technical stakeholders
Suggested Skills:
People, Stakeholder and Project Management
Data Analysis
Business Analytics & Issue Management Systems
India Disability Policy
LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf
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.
India Disability Policy
LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf
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.
