Senior Manager, Support (Sales Solutions)

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. 

LinkedIn is searching for a talented and passionate leader to lead our APAC-based LSS Support team focused on helping our strategic customers realize value from LinkedIn Sales Solutions products and resolving their most complex support needs. The successful candidate will have refined leadership and peoplemanagement skills strong operational focus and the ability to create and drive a longterm vision for enterprise customer support.

As a Senior Manager of LSS Support you implement strategy by maximizing available resources aligning your organizations plans and priorities to LinkedIns longterm strategic objectives and prioritizing crossteam opportunities that support quarterly and yearly goals. You will provide leadership and direction to a team of LSS Support Managers Leads and Consultants own performance against KPIs and partner closely with crossfunctional teams (Support Sales Product Engineering GTM Ops) to deliver a bestinclass experience for LSS customers. You will be accountable for transforming the performance engagement and wellness of your organization ensuring that team members understand how their work contributes to LinkedIns strategy and vision.

Responsibilities

• Build develop and lead a team of LSS Support Managers Leads and Consultants providing coaching and feedback to drive growth productivity and quality.
• Set and communicate the longterm vision strategy and operating model for LSS Support in APAC and contribute to the global LSS Support strategy.
• Oversee execution and coordination of teams quarterly plans aligning plans and priorities across related teams for enhanced collaboration and operational efficiency.
• Proactively identify gaps opportunities and wins through observation coaching and data; develop scalable programs and processes to address them.
• Own operational and customer outcomes by monitoring and improving performance against KPIs (quality SLAs CSAT efficiency adoption and retention).
• Oversee capacity planning hiring and workforce management to ensure coverage and capabilities that meet evolving business and customer needs.
• Hold yourself and your direct reports accountable for achieving results by setting clear expectations assigning ownership and taking responsibility for performance outcomes.
• Rolemodel mastery of core support operational and LSS capabilities (e.g. KPI management escalation handling process improvement and executivelevel communication) and coach others to build these skills.
• Apply your expertise in complex and ambiguous situations demonstrating sound judgment and the ability to weigh options and reach optimal solutions for customers and the business.
• Manage internal and external escalations from customers business partners and within the team ensuring timely highquality resolution and clear communication.
• Communicate clearly and concisely with employees and internal partners tailoring communication to diverse audiences and ensuring alignment on priorities and changes.
• Create energy and engagement by facilitating a culture of innovation continuous improvement and inclusion within LSS Support. 
• Develop nurture and sustain strong internal and customer relationships through trust authenticity and shared accountability and champion adherence to LinkedIn policies procedures and quality standards.
• Ensure team members and leaders have the information tools and enablement they need to perform their roles effectively.
• Ensure tight coordination with global peers Sales Customer Success Product and other Support teams to drive best practices and provide a seamless experience for our largest and most strategic customers.
• Complete quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed.
• Complete other projects and tasks as assigned.

Qualifications :

Basic Qualifications

• 8 years of experience in customer support customer operations customer success sales ops or technical operations
• 3 years of peoplemanagement experience leading teams including leaders and/or senior individual contributors OR 12 months of internal LinkedIn supervisory experience.
• Bachelors degree in either business economics finance communications or similar field OR related practical experience

Preferred Qualifications

• Experience leading enterprise or B2B customer support teams preferably in SaaS or technology.
• Experience with customer communication channels (email inbound/outbound phone chat and/or inproduct support).
• Experience monitoring driving and coaching to KPIs in a queuebased environment consistently delivering to workforce management needs.
• Demonstrated experience using data and operational metrics to drive decisions improve processes and manage performance.
• Strong collaboration experience with Sales Customer Success Product and Engineering teams to improve customer experience and drive product adoption and retention.
• Expert knowledge of MS Office (Outlook Word PowerPoint and Excel); familiarity with CRM ticketing and reporting tools.
• Excellent communication followup interpersonal and customerservice skills including experience communicating with senior stakeholders.
• Ability to use creative solutions to drive initiatives across a global matrixed team.
• Ability to make discretionary decisions based on appropriate research and input from key stakeholders.
• Ability to effectively manage time prioritize tasks and work within deadlines with limited supervision.
• Ability to work in a fastpaced environment and lead teams through change.

Suggested Skills

• Operating Model Design
• Change Management Leadership
• CrossFunctional Influence
• People Leadership
• Analytical and Data-driven Mindset

Additional Information :

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No

Employment Type :

Full-time