Director, Product Technical Services

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. 

This role will be based in San Francisco Mountain View Sunnyvale CA or Omaha NE. 

Looking for an opportunity to transform a business LinkedIn is looking for a strategic customer-focused leader to champion product quality in an extremely fast-paced hyper growth environment. Your team will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring member escalations social media and help center discussions) prioritize issues and work directly with Engineering and Product Management to implement changes to deliver the best member and customer experience possible. Your team is the last stop before engineering so the most complex issues not resolved through other support channels are escalated to your team to investigate triage and resolve. 

In addition to providing operational support for member escalations your team is chartered to champion product quality and it is your role to drive strategic initiatives to improve product quality across your suite of products and the entire company. Your team plays an essential role in raising the bar of product quality by advocating the users perspective providing technical insights and fostering collaboration. 

As a Director of Product Quality you will have large end-to-end scope for a multibillion dollar line of business working across the entire ecosystem of LinkedIn to strategically implement proactive friction identification and swift resolution. This role is an important lynchpin among front line support sales and R&D teams. Success requires building relationships among our strategic customers sales engineering and product leaders. This person will embody our values of act like an owner and dream big have fun and get stuff done while raising the bar on quality and customer delight by focusing on experimentation and innovation that improves our customers ability to create and achieve economic opportunity. 

This role requires a tenured people leader with a passion for developing and transforming your team. This team is geographically distributed and functionally embedded with the various product engineering teams so it is essential that you are a manager and a leader that can build develop and lead teams that operate autonomously and effectively. 

If you have the right combination of technical skills business acumen and leadership ability and are interested in delighting our members and customers by elevating quality standards and delivering actionable insights we are looking for you. 

Responsibilities: 

• Attract develop and lead a team of Product Quality Managers who serve as the primary interface between the Member & Customer Success organization (MCS) and Engineering & Product teams(R&D) 
• Partner with Engineering and Product leadership to enhance product quality and craftsmanship. Improve operational efficiency across all LinkedIn consumer products. 
• Shape vision & strategy to make LinkedIn products friction free and drive alignment across cross-functional teams. 
• Lead by example and inspire the team to innovate and to perform at a very high level collaborating effectively across several engineering product operationsand sales teams. 
• Define a best-in-class product technical support model & hiring profile. 
• Promote the LinkedIn brand by ensuring high quality product experiences defining & holding others accountable for SLAs and determining escalation paths and thresholds for business-critical bugs that affect members and customers. 
• Conduct monthly & quarterly quality reviews to draw insights and drive influence. 
• Drive analysis of strategic opportunities lead growth initiatives and special projects leverage data teams to provide operational dashboards & quality driver analysis on a regular basis. 
• Champion a culture of Members First by leading initiatives to deliver delightful customer experiences. 
• Champion a culture of diversity inclusion and belonging and Speak Up within the organization. 

Qualifications :

Basic Qualifications: 

• Bachelors degree in fields such as Computer Science Computer Engineering Electrical Engineering or a related field or equivalent experience. 
• 10 years in software engineering quality assurance product operations technical support or similar technical field. 
• 5 years in people leadership. 
• Demonstrated strategic implementation of project or program management. 
• In a strategic and analytical leadership role partnering with Product and/or Engineering leaders. 

Preferred Qualifications: 

• MBA degree. 
• 3 years managing managers overseeing global distributed teams. 
• Technical capabilities in Engineering QA TPM Analytics Product Operations Escalation support or other technical functions. 
• Results-orientated and track record of operational success. 
• Demonstrated tenure utilizing data to identify critical trends and derive insights to inform strategy and operational changes. 
• Knowledge and perspective on product quality & operational best practices. 
• Efficiency communicating complex subjects to both technical and non-technical audiences at all levels. 
• Spearheading cross-functional programs. 

Suggested Skills 

• Strategic Thinking 
• Team Building 
• Executive Presentation 
• Change Management 

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $182000 to $299000. 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  Information :

Equal Opportunity Statement 

We seek candidates with a wide range of perspectives and backgrounds and we are 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.

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• Documents in alternate formats or read aloud to you
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• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

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No

Employment Type :

Full-time