Manager 2, Executive Escalations and Community Engagement

This role will be based in Dublin. 

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. 

LinkedIns Executive Escalations & Community Engagement (EECE) team serves as a critical bridge between members communities products and leadership. The team protects member trust resolves high-profile customer issues engages public communities and transforms customer insights into actions that inform business decisions. 

The Manager 2 will lead a team responsible for navigating complex executive escalations managing high-visibility issues driving community engagement strategies and responding to emerging risks and crisis situations. This role requires strong judgment executive presence operational excellence and the ability to influence outcomes across a broad network of stakeholders. 

The leader will partner with Product Engineering Trust Legal Corporate Communications Marketing Customer Success Global Support and Executive Leadership to resolve sensitive customer issues identify emerging trends and improve the member experience. The leader will also champion AI-enabled ways of working using emerging technologies and data-driven insights to improve operational efficiency strengthen member trust enhance community engagement and scale organizational impact. 

Responsibilities: 

• Lead coach and develop a team responsible for resolving complex high-profile member issues and executive escalations with a focus on member trust service recovery quality and sound judgment. 
• Establish and evolve strategies playbooks and operational frameworks for executive escalations referral cases crisis response and other high-visibility customer events. 
• Serve as a trusted partner to senior leaders and cross-functional stakeholders influencing outcomes through customer advocacy strategic recommendations clear communication and disciplined risk assessment. 
• Lead coordinated response efforts during crisis events and flash-fire situations ensuring timely issue resolution stakeholder alignment decision clarity and reputation-safe communications. 
• Drive community engagement initiatives across LinkedIn Company Page Help Showcase Reddit and other current or emerging platforms to strengthen LinkedIns relationship with its global community. 
• Translate member feedback escalation data community interactions and sentiment signals into actionable recommendations that inform product policy communications and customer experience decisions. 
• Drive operational excellence through root cause analysis continuous improvement risk management scalable process design performance measurement and effective case management practices. 
• Partner with vendor organizations to support operational readiness quality execution performance governance and alignment with organizational goals and member experience standards. 
• Identify implement and scale AI-enabled workflows automation opportunities analytics solutions and emerging technologies that improve efficiency decision-making signal detection and team impact. 
• Use data AI-powered insights and performance metrics to anticipate risks surface trends measure outcomes and inform strategic business decisions. 
• Foster an inclusive high-performing team culture grounded in accountability collaboration innovation continuous learning and employee growth. 

Qualifications :

Basic Qualifications: 

• 5 years of experience in one or more of the following areas: executive escalations trust & safety community management communications operations or a related field. 
• 3 years of leadership experience. 
• 3 years leading complex cross-functional programs sensitive customer issues escalations crisis situations or executive-facing initiatives. 

Preferred Qualifications: 

• Experience leading teams or programs in executive escalations trust & safety operations customer advocacy crisis response community engagement or customer experience. 
• Demonstrated ability to influence senior leaders and drive results across complex cross-functional organizations. 
• Strong analytical problem-solving and root cause analysis skills with the ability to translate customer and community insights into strategic recommendations. 
• Experience implementing or scaling AI-enabled workflows automation solutions analytics platforms or emerging technologies to improve operational effectiveness and customer outcomes. 
• Experience overseeing vendor partnerships quality programs operational governance workforce planning or service delivery programs. 
• Exceptional communication executive presence stakeholder management coaching and conflict resolution skills. 
• Knowledge of privacy compliance risk management data handling and customer trust principles. 
• Ability to lead through ambiguity manage multiple priorities in a fast-moving environment and maintain focus on strategic priorities and team well-being. 

Suggested Skills: 

• Executive Escalations 
• Community Engagement 
• Crisis Management 
• Stakeholder Management 
• Strategic Leadership 
• AI Fluency 
• Member Advocacy 
• Root Cause Analysis 
• Risk Assessment 
• Trusted Advisor 

Additional Information :

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: Work :

No

Employment Type :

Full-time