Technical Services Manager

This role will be based in Sunnyvale. 

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.

As a Technical Services Manager in the Product Quality org supporting LinkedIn Learning, you 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 & 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 you to investigate, triage, and resolve. Technical Services Managers aggregate and analyze member bugs/issues using internal tools, path analysis reports, available data, and then work with their Product & Engineering stakeholders to drive fixes for key product issues, prioritized based upon issue volume, the number of members impacted, revenue impact, and other relevant factors. 

In addition to providing operational support for member escalations and product bugs, Technical Services Managers are expected to drive strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. You will also be joining the team at a pivotal point when we are heavily investing in getting more proactive about improving our products. 

We are a team that strongly believes in our LinkedIn values especially Think Big, Get Stuff Done and Know How to Have Fun! We are looking for passionate people from diverse backgrounds with leverageable experience for this role. Don't worry if you don't meet all the requirements. If you believe your experiences will help you excel in this role, please apply!

Responsibilities:

1. Improve Product Quality

   • Oversee the quality of a large product and feature set or multiple products.

   • Drive initiatives to improve product quality, review and resolve complex technical issues within target SLAs.

   • Use technical expertise and product knowledge to solve complex member and customer issues. 

   • Work directly with Learning Engineering teams to fix production issues

   • Conduct post mortems to identify process gaps, implement corrective actions to prevent recurrence of similar issues.

2. Proactive Monitoring of Product 

   • Continuously monitor key metrics related to product quality.

   • Build, monitor, and analyze reporting dashboards to quickly identify and correct issues.

   • Report on escalation trends, top issues, and improvement opportunities.

3. Influence Product Roadmap through Collaboration with Engineering and Product Teams

   • Influence the direction of team strategy with an impact across the organization, leading team projects and defining improvements.

   • Partner with Product and Engineering stakeholders to enhance the member experience.

   • Drive strategic decisions that influence the product roadmap based on insights gathered from ongoing issues and challenges.

Basic Qualifications:

• BE/BS degree in Computer Science, Computer Engineering, Software Engineering, Data Data Science, Data Engineering or related technical fields

• 6+ years of experience in Product Operations, Quality Assurance, Technology Consulting, Technical Support, Quality Assurance, Technical Sales, Technical Product Management or related field

Preferred Qualifications:

• Professional experience with Unix command line and/or Unix shell scripting

• Advanced SQL

• Intermediate Hive, and Pig skills

• Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels

• Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data

• Strong results-orientation and direct experience in utilizing data to identify critical trends

• Experience in analytics tools (e.g., Tableau and PowerBI)

• Familiarity with issue management systems such as JIRA and Bugzilla

• Familiarity with cURL

• Professional experience with APIs or other web development technologies

• Familiarity with AJAX

• Programming skills in C++ or Java or Python

Suggested Skills:

• Product Quality

• Data Analysis & Synthesis

• Technical Support 

• Cross-functional collaboration

• Problem Solving

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $103,000-$170,000. 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.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.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:

• 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.

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.