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The Manager, Escalation Operations of LinkedIn’s Tier 2 technical support is responsible for leading a group of highly skilled Enterprise Technical Specialists to resolve complex member and customer issues, drive product adoption for customers, enable Tier 1 support teams, and partner closely with Tier 3 and Engineering to bring resolution to production issues.  As the bridge between Tier 1 and Tier 3, this team is an essential conduit of information, and is critical to ensure we resolve member/customer escalations as efficiently and effectively as possible.  

The Manager, Escalation Operations must have experience monitoring operational metrics and managing support operations to ensure we meet support KPIs.  They must be adept at handling inquiries and escalations from sales, customer success and Tier1 mgmt. They must be comfortable navigating in a large complex environment and excel at building stakeholder relationships. The Manager, Escalation Operations is also expected to collaborate with Product and Engineering teams to help improve the quality of LinkedIn’s products. We are looking for laser-focused team members who are customer first, awesome problem solvers, and are strong leaders within their sphere of influence. If you enjoy building talented teams and creating impact in a fast growing function for a world class employee focused company; this role is for you! 

Responsibilities:

• Manage a group of highly skilled enterprise technical specialists who implement, evaluate, troubleshoot, and resolve member escalations from Tier 1, Customer Success and Sales teams.
• Develop the technical support team through effective hiring, coaching, and development. Provide frameworks and support for career development.
• Monitor, manage, and achieve support KPIs (including response SLAs, TTR, CSAT, and customer on-boarding goals); manage team performance, staffing and hiring to meet those KPIs.
• Coach team members on case quality, communications and customer service skills as needed.
• Identify and drive opportunities for efficiency by reviewing process, creating automation, and/or optimizing workflows with new systems and tools.
• Research and resolve critical customer escalations or sales escalations when management support is required. Provide post mortems, timelines and summaries on remediation actions. Leverage senior management when appropriate.
• Communicate, influence and set clear expectations with stakeholders around how to interact with teams and build effective engagement models.
• Drive global initiatives collaboratively to ensure a seamless support experience across all support sites for the function.
• Maintain deep and comprehensive knowledge of LinkedIn’s products; and recommend product changes to meet member/customer/team needs.

Basic Qualifications:

• BA/BS degree or equivalent work experience
• 4+ years of experience in technical support, enterprise technical support, technical account management, QA, solutions engineering, support operations or similar technical roles
• 2+ years of people management or team lead experience managing a technical team

Preferred Qualifications:

• Enterprise technical support experience, customer service, escalation management or technical account management experience
• Experience interacting with Engineering teams and issue management systems such as JIRA
• Experience with CRM systems such as Salesforce, Oracle RightNow or Dynamics
• Creative problem solving skills and analytical thinking to navigate issues to graceful outcomes
• Excellent oral and written communication skills and ability to simplify complex topics
• Adept at cross-functional team and individual collaboration 
• Ability to interact with technical and non-technical audiences at all levels of the organization 
• Experience with data analysis using excel and experience with dashboard/metrics including Tableau are a plus
• Strong results-orientation and bias towards action
• Ability to multi-task and prioritize in a fast-paced environment
• Strong de-escalation skills to handle and resolve customer conflicts using various modes of communication
• High level understanding of SQL, Curl, Python, APIs and/or other integration technologies or languages is considered icing on the cake
• Experience in Microsoft Office Suite

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: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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.

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: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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.