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 is based in Omaha. 

The Social Support Team Manager leads a global team of Social Media Support Specialists dedicated to supporting LinkedIn members and corporate customers. This role requires flexibility in working hours to accommodate a global team and provide on-call support for weekend escalations. The Social Support team’s primary focus is to assist customers across various channels and support areas, requiring a broad understanding of LinkedIn products and processes. Alongside addressing customer inquiries, the team plays a key role in identifying opportunities to enhance processes, policies, and tool efficiencies. 

As a Senior Manager, you will serve as the leader responsible for developing the team’s strategy for LinkedIn’s global social support function, ensuring alignment with corporate goals and evolving industry trends. You will shape the team’s approach to high-impact escalations, process optimization, and customer engagement, advocating for innovation and technology-driven efficiencies.

This role requires flexibility in working hours to accommodate a global team and provide executive-level oversight of high-visibility social media escalations, including weekends when necessary. You will act as a trusted advisor to senior leadership, leveraging insights from social support to inform product, policy, and communication decisions.

Key Responsibilities:

• Define and execute both short term strategic vision, and be a primary input for long term strategic team need for LinkedIn’s global social support function, driving long-term improvements in quality, efficiency, engagement, and customer satisfaction.

• Lead, mentor, and develop a high-performing global team, fostering a culture of excellence, resilience, and continuous learning.

• Oversee and refine escalation management processes, ensuring high-priority issues are resolved with speed, precision, and minimal reputational risk.

• Serve as a key executive escalation contact for LinkedIn leadership, Corporate Communications, Trust & Safety, and Brand/Social Marketing teams, offering data-driven insights to inform policy and strategy.

• Identify, implement, and advocate for operational improvements that leverage AI, automation, and emerging technologies to enhance service efficiency and scalability.

• Proactively manage LinkedIn’s brand reputation on social channels, shaping and guiding crisis communication strategies in collaboration with PR and leadership.

• Drive cross-functional partnerships with Engineering, Product, Legal, and Customer Operations to influence roadmap decisions and advocate for the voice of the customer.

• Develop robust KPIs and performance metrics, ensuring data-driven decision-making and continuous operational enhancements.

• Champion DEI and employee engagement initiatives to create a collaborative, inclusive, and high-performance team culture.

Basic Qualifications:

• 10+ years of experience in communications, customer support, public relations, social media, brand reputation management,  content moderation or related field. .

• 6+ years of experience leading global teams, with a track record of scaling operations and driving measurable business impact.

Preferred Qualifications:

• Master’s degree in Communications, Public Relations, Journalism, Marketing, Business, or a related field.

• Extensive experience managing high-visibility escalations and external brand perception through social media and digital platforms.

• Strong executive presence, with experience briefing senior leadership on crisis communications and customer experience strategies.

• Experience managing 3rd party partnerships/vendors to ensure seamless integration and high-performance outcomes.

• Deep expertise in crisis communications, reputation management, and stakeholder influence.

• Demonstrated ability to build and execute large-scale social support strategies aligned with business objectives.

• Proven success in implementing AI-driven automation, chatbot integrations, or other technology solutions to improve customer engagement.

• Strong analytical skills, with the ability to leverage data and insights to drive strategic decision-making.

• High resilience and ability to thrive in fast-paced, high-stakes environments.

• Advanced proficiency with CRM platforms, social media monitoring tools, and reputation management systems.

Suggested Skills:

• Executive Stakeholder Management

• Crisis & Reputation Leadership

• Strategic Communications & Engagement

• Operational & Process Optimization

• Leadership & Talent Development

• Data-Driven Decision Making

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $106,000-$171,000 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.

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.