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Job Description
We are seeking a strategic and highly collaborative Senior Program Manager, Quality to lead Quality orchestration across the GTM Vendor Solutions (GTMVS) ecosystem. This role will be responsible for driving a consistent, scalable, and data-driven quality framework across our global vendor programs supporting both Sales and Support motions.
The Senior Program Manager will serve as the central point of orchestration between GTMVS, business stakeholders, program managers, and our external Quality partner which provides Third-Party Quality Assurance (3PQA) across our vendor programs.
This role goes beyond quality reporting. The successful candidate will translate business priorities into quality strategies, identify systemic risks and opportunities, drive accountability across stakeholders and vendors, and use data and insights to influence operational decisions and improve customer and business outcomes.
The ideal candidate is a strategic thinker who understands how Sales and Support organizations operate, is highly analytical, communicates with executive presence, and can navigate complex stakeholder environments. They will be equally comfortable defining a quality strategy, challenging assumptions with data, diving into operational details, and holding internal and external partners accountable for outcomes.
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.
Responsibilities:
1. Quality Strategy & Orchestration
Translate business priorities, customer expectations, and operational goals into clear quality strategies, frameworks, and measurement mechanisms.
Establish consistent quality standards, methodologies, governance, and ways of working across vendor programs while allowing for appropriate program-level flexibility.
Continuously assess the effectiveness of the quality model and identify opportunities to simplify, scale, automate, and innovate.
2. 3PQA Vendor Management & Accountability
Establish clear expectations, performance standards, SLAs, governance mechanisms, and accountability frameworks for the quality partner.
Orchestrate quality execution across programs, ensuring consistent sampling, evaluations, calibration, reporting, and feedback mechanisms.
Identify gaps in vendor performance and lead structured remediation plans, ensuring actions have clear owners, timelines, and measurable outcomes.
3. Quality Analytics, Insights & Business Impact
Develop and maintain a comprehensive view of quality performance across vendor programs, identifying trends, risks, root causes, and opportunities.
Analyze quality data alongside operational metrics to identify the drivers of performance and understand the impact on customer experience, productivity, revenue, and business outcomes.
Partner with Analytics, Operations, Training, WFM, and other GTMVS functions to connect quality insights to broader operational performance.
Develop executive-level reporting and business reviews that clearly articulate performance, risks, opportunities, and required decisions.
4. Stakeholder Management & Cross-Functional Influence
Act as the central quality partner across GTMVS, connecting Vendor Management, Program Management, Operations, Training, Analytics, and business stakeholders.
5. Continuous Improvement & Innovation
Identify opportunities to improve quality processes, methodologies, tooling, and operating mechanisms.
Explore and implement innovative approaches, including automation, AI-enabled quality analysis, and new methods of identifying customer and operational insights.
6. Quality Governance & Operational Excellence
Drive a culture of continuous improvement, transparency, and accountability across the quality ecosystem.
Qualifications
Basic Qualifications:
- 5+ years of experience in Program Management, Quality, Operations, Vendor Management, or a related field.
- 2+ years of experience working with external vendors, BPOs, or third-party operational partners.
- Experience working in either Sales, Customer Support, Customer Success, or another customer-facing operational environment.
Preferred Qualifications:
- Proven experience managing complex, cross-functional programs across global teams and external partners.
- Strong understanding of Sales and/or Support operating models, workflows, and performance metrics.
- Experience designing or managing Quality Assurance / Quality Management programs, preferably in a BPO or outsourced operating model.
- Demonstrated ability to translate data and operational metrics into actionable business insights and recommendations.
- Good analytical skills, with the ability to identify trends, diagnose root causes, and connect quality performance to business outcomes.
- Exceptional stakeholder management and communication skills, with the ability to influence senior leaders and external partners without direct authority.
- Demonstrated ability to hold internal and external stakeholders accountable while maintaining strong, collaborative relationships.
- Experience managing vendor performance through governance, SLAs, KPIs, business reviews, and structured improvement plans.
- Experience driving process improvement, operational excellence, or transformation initiatives.
- Good executive communication skills, with the ability to simplify complex information and clearly articulate recommendations.
- Demonstrated curiosity and an innovation mindset, with a willingness to challenge existing processes and explore new technologies, tools, and approaches.
- Comfortable operating in ambiguity and able to balance strategic thinking with strong execution discipline.
- Experience working across geographically distributed teams and global vendor ecosystems.
- Experience in Reporting, Analytics & Automation: Working knowledge of Power BI, Power Automate, Tableau, and AI-enabled automation tools, with the ability to support data analysis, reporting, workflow automation, and dashboard development.
Suggested Skills:
- Strategic Program Management
- Quality Management & Continuous Improvement
- Vendor Management & Accountability
- Stakeholder Management & Influence
- Data & Analytics
- Sales & Support Operations
- Executive Communication
- Problem Solving & Root Cause Analysis
- Operational Excellence
- Innovation & Change Management
Additional Information
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