Manager, Customer Experience & Scaling - Linkedin

Linkedin New York , NY 10007

Posted 3 weeks ago

Manager, Customer Experience & Scaling - LinkedIn

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

The business is hiring a leader for our Customer Experience& Scaling Strategy & Operationsteam. 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:

  • Designing and improving frontline sales intelligence tools

  • Mapping our client journey and identifying must-win moments in that journey

  • Designing and operationalizing a new client experience for ordering & billing

  • Program managing initiatives focused onscaling &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 & prioritizestrategic& operationalopportunities

  • Serve as program manager for the successful implementation of these designs, collaborating withpartners, including Systems,Product, User Experience, Product Marketing, etc.

  • Build relationships with senior leaders and influence their teams totake action

  • Operationalize and maintain dashboards

Basic Qualifications:

  • BA/BS degree
  • 6+years experiencein strategy consulting, product marketing, sales operations, and/or customer operations

Preferred Qualifications:

  • MBA degree

  • Experience and/or stronginterest in customer experience

  • Experience in technology

  • Ability to build and lead a team

  • 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

  • Excellent collaboration,influence,organizational, and program management skills

  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

  • Ability to visually present and communicate data, analyses and findings with senior leadership

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