Sr. Manager, Insights (Global Customer Operations)

Linkedin Sunnyvale , CA 94085

Posted 1 month ago

Sr. Manager, GCO Insights & BI

Location: San Francisco or Sunnyvale

LinkedIn was 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 unique only to LinkedIn!. We're much more than a digital resume we transform lives through innovative products and technology.

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

LinkedIn is searching for a passionate Sr. Manager to lead our Insights and BI teams within Global Customer Operations (GCO). This person will play a key strategic role by leading a team of data-driven problem solvers focused on identifying areas of opportunity for LinkedIn's support teams through operational analysis, building business cases to support strategic initiatives and delivering reliable and scalable self-serve BI solutions. S/he will be responsible for regularly engaging with the team to review key trends, performance, issues, behaviors and metrics, as well as proactively proposing & executing exploratory and hypothesis-driven analysis. S/he will also be responsible for proactively surfacing insights and recommendations to senior LinkedIn leadership, including the exec team. This is a unique opportunity to partner with leadership and cross-functional organizations to help deliver a best-in-class support experience for all of LinkedIn's 600M+ members.

Role Responsibilities

  • Define and execute the Insights and BI roadmap (internally and externally-facing programs, products, and tools) to fuel our Support business while ensuring alignment with highest business priorities and intelligent risks

  • Analyze data to investigate key business trends, performance, issues, behaviors and metrics

  • Develop in-depth understanding for what drives reactive and proactive member & customer feedback with LinkedIn's consumer and enterprise products, and leverage insights to drive future direction

  • Prototype and develop new scalable BI solutions and test and iterate on these with our support, sales and product partners

  • Lead analytical efforts in an unstructured environment to identify operational insights and improve decision-making across various stakeholders. Develop and deliver on strategic initiatives for our GCO leadership team

  • Manage cross-functional relationships and drive strategy in partnership with Support, Sales, Product and Marketing and Engineering

  • Develop a strong partnership and execution with Data / Engineering to ensure foundational data are available and accurate for Insights and BI solutions

  • Build a GTM process to rapidly disseminate valuable insights to internal and external stakeholders

  • Increase adoption and usage of data-driven insights in all stages of the support process

  • Prepare and communicate executive level presentations

  • Develop and set targets for measures of team success

  • Effectively source, interview and hire a strong team that is constantly growing and holds a very high standard in everything they do

  • Demand excellence through example, coaching, developing and inspiring others; foster a positive and values-driven team culture

Basic Qualifications

  • 7+ years strategy & analytics experience
  • 2+ people leadership experience in an analytics or business intelligence function

Preferred Qualifications

  • Bachelor's degree in science, mathematics, engineering or other quantitative major

  • Experience defining metrics and analyzing data within a contact center or support organization environment

  • Passion for developing high-performing teams and individuals and developing their careers

  • Experience using advanced Excel modeling and relational databases, including building complex models from scratch and conducting sophisticated analyses

  • Very strong analytical skills: Experience solving real world business and product problems using advanced Excel modeling and relational databases

  • Intermediate or advanced knowledge of SQL, Python or R experience a plus. Experience with data visualization tools and capabilities a plus (e.g., Tableau)

  • Experience building relationships and collaborating with data sciences and data engineering teams to drive enhancement of Insights and BI solutions for GCO

  • Practical business understanding with genuine passion for technology, big data, and/or entrepreneurship is a must. Experience (or desire to learn) about working with large datasets is a plus

  • Clear communication: Able to articulately present and debate recommendations with senior leadership

  • High-energy, team-first attitude: Motivated to work hard in a fast-paced, ever-changing environment to help our growing business

  • A team player who works collaboratively and effectively across a diverse set of functions, backgrounds, and working styles

  • A strategic thinker with excellent business judgment and strong product intuition

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Sr. Manager, Insights (Global Customer Operations)

Linkedin