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.    

The Strategy, Planning & Operations (SPO) team is a fast-moving group essential for setting the direction of LinkedIn’s Member & Customer Support, resolving complex cross-functional challenges, and ensuring a world-class customer experience.

We are seeking a Senior Associate of Planning and Workforce Management to play a critical role in driving the strategic decisions of LinkedIn Global Support Operations. This involves supporting annual budget planning, forecasting, and workforce management, while generating key insights and recommendations.

The ideal candidate will be a self-starter and independent thinker who can thrive in a challenging, fast-paced environment. This role requires applying structured thinking to complex business questions, conducting deep analyses, and developing actionable recommendations to identify operational efficiencies and enable scale within our support operations.

Strong communication skills are essential, as the Senior Associate will regularly interact with key cross-functional partners, including teams from Member & Customer Support, Product Operations, Business Operations, Finance, Vendors, and other Operations groups.

Responsibilities: 

• Partner with line‑of‑business leaders and directors on short‑term planning, translating demand signals, business priorities, and risks into staffing recommendations and trade‑offs.
• Manage relationships and governance of external WFM vendors and support vendors, including clear ownership models, performance expectations, escalation paths, and ongoing accountability for outcomes.
• Oversee real‑time adherence (RTA) and intraday service level performance; develop RTA playbooks in partnership with stakeholders, and govern WFM vendors on real‑time execution, recovery actions, and escalation management during volume surges, incidents, or outages.
• Develop a short‑term forecasting (STF) and scheduling process across all support channels (email, phone, chat). Guide the WFM vendor to build, deploy, and operate this as a sustainable, repeatable process, including governance, validation of assumptions (e.g., shrinkage, adherence), and defined points of escalation.
• Analyze workforce data and support performance metrics (e.g., contact volumes, staffing levels, service levels, adherence and shrinkage rates) to identify trends, conduct root‑cause analysis for SLA deviations, generate operational insights, and drive continuous improvement in efficiency and service quality.
• Identify process improvement and automation opportunities across planning, forecasting, scheduling, and real‑time monitoring (e.g., forecasting enhancements, dashboarding, intraday reporting workflows) to streamline operations and improve decision‑making speed and accuracy.
• Provide regular reports, dashboards, and presentations to leadership on key support metrics, staffing risks, and planning outcomes, delivering clear insights, scenario‑based recommendations, and transparency into assumptions and dependencies.
• Establish standardized communication, intake, and escalation protocols for support planning activities, ensuring stakeholders understand how to engage the planning team and vendor partners for resource requests, deep‑dive analyses, issue escalation, real‑time incidents, and ongoing updates.
• Act as the accountable owner for WFM data integrity and tooling outputs, partnering with vendors, BI, and technology teams to ensure forecasts, schedules, and real‑time metrics are accurate, reliable, and decision‑ready.
• Build and maintain SOPs and playbooks for short‑term planning, RTA, forecasting, scheduling, and other WFM‑related processes for both WFM vendors and the internal team, driving standardization, clarity of roles, and operational maturity.

Basic Qualifications: 

• Bachelor's degree in Economics, Business, Operations, Data Science or other quantitative fields
• 5+ years of work experience in strategic planning, workforce management, consulting, business operations, or a related field
• Experience with Excel and data analysis / data modeling and WFM Tools.

 Preferred Requirements: 

• MBA or Masters in related field
• Experience developing, analyzing, and communicating complex analytical information clearly and effectively to senior management
• Experience in SQL and data visualization (Tableau, Power BI)
• Familiarity with AI-driven predictive analytics, planning or workforce management tools
• Familiarity with customer support key performance metrics, planning models, forecasting techniques, and process optimization methodologies

Suggested Skills

• Workforce Management Strategy & Industry Trend Awareness
• Risk Assessment, Scenario Planning & Dependency Management
• Stakeholder Communication, Intake & Escalation Management
• WFM Data Governance, Tooling Ownership & Operational Standardization

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