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

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Global Process Manager Data Analytics And Insights

Google Inc.

Posted 2 days ago

VIEW JOBS 1/17/2020 12:00:00 AM 2020-04-16T00:00 The Finance Operations team manages Google's cash transactions on a global basis and ensures that Google's incoming and outgoing cash processes are controlled, effective and efficient. As a member of this team, you'll find innovative ways to manage our complex set of transactions. You thrive on making processes more efficient and scalable, you work to ensure the highest level of quality of our operations and you proactively minimize operational risk. Externally, you collaborate with our outsourcing partners and internally, you collaborate across the five areas of the Financial Operations team: Global Revenue Operations, Procure to Pay, Electronic Payment Services, Business Process Outsourcing, and Payroll. The Revenue to Cash Operations team manages Google's incoming cash transactions on a global basis and ensures that Google's incoming cash processes are controlled, effective and efficient. As a Global Process Manager on this team, you'll enable your team to find innovative ways to manage our complex set of transactions. You'll collaborate with our outsourcing partners and internal teams in addition to greater finance. The Data Analytics and Insights Global Process Manager will be an integral part of Global Invoicing Operations, supporting Google's global business by owning data and metrics, creating analysis and providing insights to businesses across PAs and entities, and identifying and driving key initiatives and strategic opportunities for the team via insights. The name Google came from "googol," a mathematical term for the number 1 followed by 100 zeros. And nobody at Google loves big numbers like the Finance team when providing in depth analysis on all manner of strategic decisions across Google products. From developing forward-thinking analysis to generating management reports to scaling our automated financial processes, the Finance organization is an important partner and advisor to the business. Minimum qualifications: * Bachelor's degree in a quantitative field or equivalent practical experience. * Experience creating reports with database query (e.g. SQL), statistical and quantitative modeling. Preferred qualifications: * Master's degree in Business or Accounting. * Ability to translate analysis results into business recommendations. * Knowledge of billing systems, data infrastructure, and internal controls. * Excellent written and verbal communication skills. * Create and maintain metrics for the team and ensure that they are accessible and accurate. * Provide insights to internal stakeholders as well as external business partners across PAs and Entities. * Drive strategic initiatives using insights to solve ahead of needs, gain efficiency, and provide value to unexplored areas. * Own data governance, including access control, data accuracy, policies and definitions. Google Inc. Sunnyvale CA

Sr. Manager, Insights (Global Customer Operations)