Senior Manager, Customer Support Operations & Workforce Planning

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 Customer Support Strategy Planning & Operations team is looking for a Senior Manager of Customer Support Operations Planning. The Senior Manager will lead a team of managers and analysts that supports annual budget planning forecasting & workforce management providing insights and recommendations to drive LinkedIn Global Support Operations financial performance and strategic decisions. This role involves leading through influence to drive productivity and operational efficiencies and enable scale in our support operations. The ideal candidate will have exceptional analytical and problem-solving skills and be comfortable interacting with all levels and functions including Executive Management Member & Customer Support Product Operations Business Operations Finance leaders and colleagues. 

Were seeking a self-starter and independent thinker who can recognize where processes can be improved and who will take the initiative to improve them. Using strong communication and influencing skills the Senior Manager will effectively collaborate with a variety of people and job functions to create structure drive results and thrive in a challenging & fast-paced environment.  

Responsibilities: 

• Team Leadership & Development: Push the Support Operations Planning team further through clear vision and strategy designed to best support LinkedIns members & customers. Provide training and professional development opportunities to ensure the team stays current with industry best practices tools and technologies. 
• Workforce Planning & Forecasting: Lead efforts in forecasting support staffing requirements based on business trends seasonal demand historical data and key performance indicators (KPIs). Develop short- and long-term workforce plans to ensure appropriate staffing levels are maintained across all departments.
• Performance Management & Efficiency: Develop and implement strategies to drive operational efficiency and enable scale. Use performance data and analysis to identify areas for improvement.
• Data Analysis & Reporting: Generate insights into workforce trends staffing gaps and operational performance. Provide regular reports and presentations to senior leadership on key operational metrics workforce plans & changes and strategic recommendations. to leadership and staff.
• Process Improvement: Continuously assess and refine planning processes to increase efficiency and effectiveness. Implement best practices streamline workflows and advocate for the use of innovative technologies or automation where applicable.
• Collaboration & Influence: Build strong and trusting relationships with FP&A and key business partners. Work collaboratively and cross-functionally to ensure alignment on business objectives.

Qualifications :

Basic Qualifications: 

• Bachelors degree in Business Administration Operations Management or a related field
• 7 years of experience in strategic planning workforce management operations management or a related field
• 2 years of direct people management experience
• Experience with customer support key performance metrics (KPIs) planning models forecasting techniques and process optimization methodologies
• Experience developing analyzing and communicating results to senior management

Preferred Requirements: 

• Proven experience in global customer-facing or large-scale operational environment such as customer service contact center or retail operations
• Proven track record of leading and developing teams
• Expertise in data analysis tools (e.g. SQL) and familiarity with AI-driven workforce management tools or predictive analytics
• Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making
• Ability to communicate clearly and with energy & positivity to motivate influence and inspire commitment and action

Suggested Skills:

• Workforce Management software
• People Management
• Customer Support
• Operations Management

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