Manager 2 Product Technical Services
Location
Sunnyvale, CA | United States
Job description
MANAGER 2, PRODUCT TECHNICAL SERVICES
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.
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 also plays an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.
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 skill, business acumen, and leadership ability and are interested in helping us to empower LinkedIn to perfect the member experience, we’re looking for you.
RESPONSIBILITIES:
- Lead a team of Technical Service Managers who serve as the primary interface between the Global Customer Operations organization (GCO) and Engineering
- Monitor key metrics related to product quality and drive initiatives to achieve related goals
- Review, investigate and resolve member cases escalated to your team within the target SLAs
- Improve customer support processes and communicate updates to GCO
- Develop and implement reporting to track key metrics and quickly identify problematic trends
- Conduct quarterly quality reviews for the products your team manages
- Partner with Engineering and Product Management to improve product quality and deliver the best member experience possible
- Champion a culture of Members First by highlighting key member/customer experience improvements
- Drive overall support readiness for new products and features
- Enhance LinkedIn’s Members First culture by communicating and celebrating product improvements that improve the customer experience
- Collaborate with sales leadership to deliver value to LinkedIn by managing product quality initiatives to drive product craftsmanship
BASIC QUALIFICATIONS:
- BA/BS degree
- 5+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management, or related field
- 3+ years of experience in people management
PREFERRED QUALIFICATIONS:
- MBA degree or other advanced degree preferred; Bachelor’s degree in a technical field such as Computer Science, Computer Engineering, or Electrical Engineering is preferred.
- Experience managing global, distributed teams is preferred.
- Strong results-orientation and direct experience in utilizing data to identifying critical trends.
- Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data.
- Experience using business case assessment 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 a both technical and non-technical audiences at all levels.
- Ability to interact with diverse groups of technical and non-technical stakeholders.
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