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.
The GTM Vendor Solutions team is searching for a Program Manager to flex across multiple vendor programs at scale. They will partner closely with global cross-functional leaders across LinkedIn’s organization to help solve problems and establish scalable vendor programs. They will build connective tissue across leaders, teams, and programs to create leverage, optimize growth, and scale the business within a vendor portfolio.
The Program Manager will leverage their deep voice customer support, operations, program management strengths, effective communication, relationship building skills, and analytical abilities to build best-in-class vendor operations. They will help ensure any issues escalated by our clients or internal partners are dealt with in a swift manner and will maintain continued communication at the different stages of resolution.
Responsibilities:
Act as lead to ensure our vendor programs are set up properly, the teams are adequately trained, and program success is measured consistently
Serve as support SME for the vendor teams to ensure they know the value of our products, how best to engage with our customers to maximize value creation, and the behaviors that high-functioning support reps need to focus on
Provide program stakeholders with regular updates on performance, and collect feedback to discuss with our vendor partners directly
Serve as a consultant to our various stakeholders to identify opportunities where we can help their teams to focus and scale by leveraging our vendor network
Manage the Vendor Solutions operating model through forecasting, planning, deploying, and training teams
Lead cross-functional development of new contracts and updates to existing contracts
Manage knowledge transfers & process optimization with our vendor partners
Effectively manage the day-to-day operations in collaboration with our vendor partners
Design reporting standards for operational metrics, service level requirements, and process KPIs, and own running metric reviews w/ different audiences
Provide quality checks – monitoring performance against service level agreements and addressing any issues through corrective action plans around KPIs
Think like an owner and have an impact outside of your core functions by demonstrating leadership, providing leverage, and producing results that will help our team effectively scale
Basic Qualifications:
5+ years of experience in program management, management consulting, and/or operations
2+ years of experience in voice, email, and chat customer support operations
2+ years of experience in vendor management/vendor operations
Experience in MS Office (Outlook, Word, PowerPoint, and Excel)
Preferred Qualifications:
Ability to travel both domestically and internationally
Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
Advanced communication, organizational, presentation, and client-service skills
Experience working with Oracle, Salesforce, Microsoft Dynamics, Tableau, and project management software solutions
Ability to present data in an effective, actionable manner
Works well in ambiguity with the ability to think strategically with a proven track record of providing consultative and data driven solutions
Demonstrated analytical background and experience with statistical analysis, return on investment modelling
Ability to work effectively with cross-functional teams
Life-long learner who embraces change w/ the ability to pivot based on team and business needs
Calm under pressure; ability to not only think creatively during crisis moments but also to bring new ideas to drive innovative solutions
Communication
Stakeholder Management
Data Driven
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