Manager, Scaling & Customer Experience - LinkedIn Marketing Solutions 

This role will be based in either New York City, Sunnyvale or San Francisco depending on what the candidate approved for hire chooses

LinkedIn’s Marketing Solutions helps marketers reach professionals.  The business is hiring a leader for our Customer Experience & Scaling Strategy & Operations team.  The team’s mandate is to transform our business to one that: (1) consistently earns the loyalty of clients, (2) consistently allows employees to succeed, and (3) can support revenues multiple times today’s.  This mandate is the top priority for the business’ leadership team, including the heads of Product, Sales, Marketing and Operations. 

A key focus of the team is to redesign our client journey, starting one moment at a time. Examples of past and current efforts by this team include: 

• Mapping our client journey and identifying must-win moments in that journey 
• Designing and improving client onboarding 
• Designing and operationalizing a new client experience for ordering & billing 
• Launching the Net Promoter System for our SMB and mid-market customers 
• Program managing initiatives focused on scaling & client experience

 

As more background on LinkedIn, we were built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We transform lives through innovative products and technology. 

At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works. 

RESPONSIBILITIES: 

• Drive client experience projects, leading design and creation of a vision, to operationalizing and realizing the vision 
• Analyze (with your team) & prioritize strategic & operational opportunities 
• Serve as program manager (with your team) for the successful implementation of these designs, collaborating with partners, including Systems, Product, User Experience, Product Marketing, etc. 
• Manage a team and be responsible for their career development 
• Build relationships with senior leaders and influence their teams to take action 
• Operationalize and maintain dashboards

 

BASIC QUALIFICATIONS: 

• BA/BS degree 
• 8+ years experience in strategy consulting, product marketing, sales operations, and/or customer operations

 

 PREFERRED QUALIFICATIONS: 

• MBA degree 
• Experience and/or strong interest in customer experience 
• Experience in technology 
• Excellent collaboration, influence, organizational, and program management skills 
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision 
• Ability to build and lead a team 
• Ability to visually present and communicate data, analyses and findings with senior leadership 
• Experience in working with large datasets, leverage SQL, Tableau, SPSS, SAS, Excel and/or other large data set manipulation tools - either directly or in managing analysts that can do this