Supervisor, Product Technical Services

Supervisor, Product Technical Services

01 Jun 2022
California, Carpinteria, 93013 Carpinteria USA

Supervisor, Product Technical Services

LinkedIn is the world’s largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters.This role will be based in Omaha, Nebraska or Carpinteria, California. At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.We are looking for a Supervisor, Product Technical Operations to lead a group of highly skilled technical escalation specialists to resolve complex member and customer support issues, drive enablement initiatives with Tier 1 support teams, and partner closely with Tier 3 support to drive resolution of production issues. As the bridge between Tier 1 and Tier 3, this team is an essential conduit of information, and is critical to ensure we resolve member/customer escalations as efficiently and effectively as possible. The Supervisor, Product Technical Operations must be adept at monitoring operational metrics and managing support operations to ensure we meet support SLAs. In addition to providing production support, the Supervisor, Product Technical Operations is also expected to collaborate with the Tier 3 team to help improve the quality of LinkedIn’s products. You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and a strong leader who strives to develop and empower their team.Responsibilities:Consistently manage, monitor and track the day to day operations of the team with the ability to grow and scale as necessary.

DIBs leader and champion in all of its forms and foster a safe and inclusive environment for all communities to succeed

Manage escalations and participate directly in all aspects of the engagement and support cycle to ensure member/customer success.

Provide constructive feedback to management regarding necessary changes and updates, including policies, upgrades and customer/member care issues.

Prepare and present accurate and timely business forecasts to senior management Analyze metrics, reports and data trends and develop action plans to manage departmental challenges.

Develop and foster relationships with cross-functional partners globally to implement incubation efforts that solve for challenges the organization is facing.

Collaborate and communicate with a team of global partners to drive best practice initiatives and with multiple levels of management as needed.

Contribute to the development and implementation of workflow process improvements.

Develop and maintain relationships with business partners to ensure alignment with cross-functional teams resulting in an overall positive impact to the business.

Provide the team with thought leadership, coaching, via regular one-on-ones and performance reviews.

Basic Qualifications:3+ years of Technical Support experience

1+ year of supervisory experience or 1+ years of experience working at LinkedIn in a Lead or Senior capacity

Preferred Qualifications:BA/BS degree or equivalent work experience

Experience with mobile platforms (iOS, Android)

Experience troubleshooting technical issues using browser-based developer tools

Experience with web tracking and analytics technology including cookies, tracking pixels, ad tags, container tags, and analytics programs such as Google Analytics

Familiarity with SQL, HTML, JavaScript, AJAX, APIs, or other web development technologies

Familiarity with Unix and cURL

Practical knowledge with a scripting language

Ability to multi-task and prioritize in a fast-paced environment

Strong results-orientation and direct experience in utilizing data to identify critical trends

Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization

Familiarity with issue management systems such as JIRA and Bugzilla

Familiarity with CRM systems such as Salesforce and OSC

Strong customer communication skills with the ability to handle and resolve customer conflicts using various modes of communication

Able to interact with diverse groups of technical and non-technical people

Excellent verbal and written communication skills and able to effectively communicate complex subjects to both technical and non-technical audiences at all levels

LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $54,000 to $85,000 USD. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For additional information, visit: https://careers.linkedin.com/benefits.Equal Opportunity StatementLinkedIn is committed to diversity in its workforce and is 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. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedInEEOStatement2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migratedfiles/employers/posterscreenreaderoptimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf for more information.LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:Documents in alternate formats or read aloud to you

Having interviews in an accessible location

Being accompanied by a service dog

Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.San Francisco Fair Chance Ordinance ​Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.Pay Transparency Policy Statement ​As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.Global Data Privacy Notice for Job Candidates ​Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

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