Company Description
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.
Job Description
This role will be based in Sunnyvale, Omaha, or New York.
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.
As a Sr. Technical Services Manager in the Product Quality organization, you will act as a senior-level expert in ensuring the highest level of product health and quality for our members and customers. You will leverage your advanced technical and analytical skills to monitor, diagnose, and resolve complex product issues, working closely with Engineering and Product Management to drive continuous improvement.
You will take ownership of escalations and high-impact product issues, applying your deep technical knowledge to solve problems and identify root causes. You will also spearhead strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. You will play an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.
You will be a leader and an influencer in the Product Quality organization, leading team projects, defining improvements, and challenging ideas respectfully. You will also communicate effectively with diverse groups of technical and non-technical stakeholders, reporting on escalation trends, top issues, and improvement opportunities.
Responsibilities:
- Act as a senior technical expert, owning the product health and quality for a large product area or multiple products.
- Develop, drive and execute a strategic and tactical roadmap to proactively identify and prevent production issues
- Own the product quality of a large product and feature set, or multiple products, and influence business decisions and key projects accordingly
- Monitor and analyze key metrics related to product quality and drive initiatives to achieve and improve related goals
- Review, investigate, and resolve complex technical member cases within the target SLAs
- Lead, organize and/or participate in cross team discussions, bringing in diverse perspectives and ensuring ideas are challenged respectfully
- Build, monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
- Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
- Report on escalation trends, top issues, and improvement opportunities to key stakeholders
- Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
- Drive overall support readiness for new products and features
Qualifications
Basic Qualifications:
- BA/BS degree in Computer Science, Computer Engineering or related technical fields
- 8+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
- Experience working with databases like SQL, Oracle or similar
- Professional experience with Unix command line and/or Unix shell scripting
- Professional experience with APIs or other web development technologies
Preferred Qualifications:
- Analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data
- Directional use of data to influence priorities and initiatives
- Builds trust and communicates effectively with stakeholders at all levels, through various mediums, to both technical and non-technical audiences, tailoring messaging to meet the needs of the audience
- Exhibits strategic thinking and a long-term vision to drive organizational success
- Demonstrates flexibility and adaptability in a rapidly changing environment, and effectively leads change initiatives
- Professional experience with distributed systems development
- Professional experience with web or mobile applications development
- Professional experience with HTML and/or JavaScript
- Programming skills in Java or Python
- Advanced proficiency in SQL and noSQL
- Working knowledge of other business analytics tools (e.g., Tableau and Business Objects)
- Familiarity with issue management systems such as JIRA and Bugzilla
- Familiarity with CRM systems such as Salesforce, Zendesk and Microsoft Dynamics
Suggested Skills:
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $127,000 to $207,000. 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.
Additional Information
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.
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 accommodations@linkedin.com 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.
