LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. This role can be based in San Francisco, Sunnyvale, Omaha or New York City.

LinkedIn’s Customer Support Strategy, Planning & Operations team is looking for a Senior Manager of Global Workforce Management. This role will lead the Workforce Management (WFM) team, responsible for empowering our support operations with the right insights, forecasts & staffing levels, processes & real-time execution to be successful.  The Senior Manager will lead a team of WFM managers and analysts, working with support leaders & cross-functional partners to lead through influence and drive a broader workforce strategy to improve productivity and operational efficiencies.

The ideal candidate will have exceptional analytical and problem-solving skills and be comfortable interacting with all levels and functions, including Executive Management, Member & Customer Support, Product Operations, Business Operations, Finance leaders and colleagues. We're seeking a self-starter who can recognize where processes can be improved and who will take the initiative to improve them. Using strong communication skills, the Senior Manager will effectively collaborate with a variety of people and job functions, and can perform well in a challenging and extremely fast-paced environment.  

Responsibilities: 

• Team Leadership & Development: Push the WFM team further through clear vision and strategy designed to best support LinkedIn’s members & customers. Provide training and professional development opportunities to ensure the team stays current with industry best practices, tools, and technologies. 
• Workforce Planning & Forecasting: Lead efforts in forecasting staffing requirements based on business trends, seasonal demand, historical data, and key performance indicators (KPIs). Develop short- and long-term workforce plans to ensure appropriate staffing levels are maintained across all departments.
• Performance Management & Efficiency: Develop and implement strategies to improve workforce productivity and operational efficiency. Use performance data and analysis to identify areas for improvement, ensuring KPIs and service level agreements (SLAs) are consistently met.
• Data Analysis & Reporting: Utilize WFM software tools and analytics platforms to generate insights into workforce trends, staffing gaps, and operational performance. Provide regular reports and presentations to senior leadership on workforce metrics, opportunities for improvement, and strategic recommendations.
• Process Improvement: Continuously assess and refine WFM processes to increase efficiency and effectiveness. Implement best practices, streamline workflows and advocate for the use of innovative technologies or automation where applicable.
• Collaboration & Cross-Functional Communication: Partner with stakeholders and leaders across the org to ensure alignment in workforce management strategies and that staffing needs align with business objectives. Communicate workforce plans, changes, and expectations to leadership and staff.

Basic Qualifications: 

• 5+ years of experience in workforce management, strategic planning, operations management, or a related field
• 2+ years of people leadership experience (managing direct reports)
• Bachelor's degree in Business Administration, Operations Mgmt, or a related field
• Experience with customer support key performance metrics (KPIs), forecasting techniques, and process optimization methodologies

 Preferred Requirements: 

• Expertise in using WFM software (e.g., NICE) and data analysis tools (e.g., SQL)
• Proven track record of leading and developing teams
• Proven experience in customer-facing or large-scale operational environment
• Strong communication skills, including written and verbal communication experience with senior management
• Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making

Suggested Skills:

• Workforce Management software
• People Management
• Customer Support

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $146,000 to $237,000. 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://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.

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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.

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Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

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