Manager, LMS Support (11 month FTC)

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.

We are looking for a LinkedIn Marketing Solutions Support Manager to provide leadership and direction to a team of enterprise support representatives to ensure their this role you will provide coaching and guidance regarding the quality of customer interactions and daily operations and assess resources and staff needs for the team. You will also analyse operational data to measure and increase ROI and drive efficiency gains. 

The role will require tight coordination with a wide range of LinkedIn teams including: Sales Operations Product Support Direct Marketing and Advertising Operations. 

Responsibilities: 

• Build develop and lead a team of LMS support representatives handling a combination of proactive and reactive interactions with customers. 
• Analyse metrics reports and data trends and develop action plans to manage departmental challenges. 
• Provide coaching and feedback to ensure the team maintains a high level of productivity and quality. 
• Coordinate resolution with appropriate support areas as necessary. 
• Collaborate and communicate with a team of global peers to drive best practice initiatives and with multiple levels of management as needed 
• Provide feedback to management regarding necessary changes and updates including policies upgrades and customer care issues. 
• Manage internal and external escalations from customers business partners and within the team. 
• Communicate effectively and concisely with employees and internal partners. 
• Complete quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed. 
• Contribute to the implementation of workflow process improvements. 
• Set and communicate vision for LMS Support EMEA 
• Engage with LMS stakeholders throughout EMEA 

Qualifications :

Basic Qualifications: 

• 4 years of experience in digital marketing or online advertising.
• Including 2 years in a leadership role within the digital marketing or online advertising industry

Preferred Qualifications: 

• Experience monitoring driving and coaching call quality. 
• Advanced knowledge of MS Office (Outlook Word PowerPoint and Excel). 
• Excellent communication follow-up interpersonal and customer service skills. 
• Ability to use creative solutions to drive initiative locally or through partnering with other locations. 
• Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders. 
• Ability to effectively manage time prioritize tasks and work within deadlines with little supervision. 
• Ability to work in a fast-paced start-up environment. 

Suggested Skills 

• Communication 
• Leadership 
• Stakeholder Engagement

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