Manager, Support Process Onboarding

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers both hybrid and remote work options. This means you can 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, or you can work remotely from most locations within the country listed for this role. This role is a hybrid role with a base in Sunnyvale but could be remote for the right candidate.
LinkedIn is looking for a Manager, Support Process Onboarding, within LinkedIn’s Productivity Engineering Operations (PE Ops) organization. You will manage a group of IT Program Managers, and partner with engineering and business stakeholders to onboard and successfully integrate new services into the PE Ops Support scope. This leader will partner with a variety of stakeholders across LinkedIn to lead some of the most complex and impactful initiatives, enabling employees to focus on what they do best and not everyday technical issues. This is a fast-paced, “wear multiple hats” position that requires a high degree of energy, strategy and focus without compromising quality.
The Productivity Engineering Operations organization spans technology across LinkedIn's infrastructure, security, and business products. We solve some of the toughest productivity problems faced by our Sales and Business teams, Talent, Engineers and our employees. Every day, we push ourselves to further hone the competitive edge and provide frictionless support to power the productivity of LinkedIn.
Responsibilities:
•Own the intake process for new support applications and processes. Partner with the business and engineering teams to gather all relevant information to enable you to prioritize requests across dozens of stakeholders.
•Analyze & understand each new project request, and provide recommendations to PE Operations strategic and operational leadership on project viability and priority.
•Develop and execute effective projects that solve our stakeholder's business challenges through the effective use of standardized support.
•Manage a team of ITPMs and coach them through techniques to effectively drive support and operational projects/programs forward.
•Manage cross-functional vertical and horizontal initiatives across the PE Ops support organization.
•Develop strong partnerships with technology and business leaders to understand the impact of work on our Sales, Marketing, Talent and Engineering functions.
•Partner with key cross-functional teams including Sales, TPM, Product, Infrastructure and Infosec teams to manage dependencies, increase leveragability, and collaboratively to solve problems.
•Help teams be more efficient by designing and executing process and strategy changes to ensure processes and team scale to the need of organization.

Basic Qualifications:
•B.A./B.S. Degree in a related technical discipline, or equivalent practical experience
•1+ years of people management experience.
•5+ years of experience in project management, program management, business analyst or consulting.

Preferred Qualifications
•3+ years of people management experience
•7+ years’ experience of IT project management, program management, business analyst or consulting
•Has created & executed program, project strategy with clear & measurable success metrics.
•Proven ability to create data driven strategies & recommendations to influence senior leaders.
•Strong analytical and consulting skills required, including the ability to gain a deep understanding of customer needs and drive solutions that are consistent with support strategies and methodology.
•Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
•Previous experience in technical or customer support operations or supporting technology at scale.
•Experience with IT service management and support ticketing tools (e.g. ServiceNow, ZenDesk, etc.)
•Demonstrated experience influencing decision-making across functional and geographic boundaries.
•Ability to quickly build relationships and establish trust within a technical organization.
•Experience working with engineers in an agile development environment.
Suggested Skills:
•People Management
•IT Project Management
•Technical Customer Support Operations

LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is [$125,500 to $207,000]. 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 Statement
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