Published on

Mar 23, 2024

Published on

Mar 23, 2024

Published on

Mar 23, 2024

Published on

Mar 23, 2024

Manager, Member Safety & Recovery

Manager, Member Safety & Recovery

Manager, Member Safety & Recovery

Manager, Member Safety & Recovery

Full-time

/

Omaha, NE

/

Hybrid

Full-time

/

Omaha, NE

/

Hybrid

Full-time

/

Omaha, NE

/

Hybrid

Full-time

/

Omaha, NE

/

Hybrid

About the job

Company Description

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.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams.This role is based out of Omaha, NE and offers a hybrid work option, meaning you can both 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.

LinkedIn is seeking aSupport Managerto lead and develop a team specialized in privacy, risk, and compliance investigations. TheMember Safety & Recoveryteam is responsible for preserving our member and customer trust through exceptional handling of sensitive matters.This position requires the flexibility to work nontraditional hours and regular In-Office attendanceto support your direct team, accommodate global partnerships, and drive initiatives within our Trust business.

As a leader in Member Safety and Recovery you will be responsible for inspiring, leading, and guiding a team of Support Consultants to ensure their success in meeting quality and production standards. While having visibility and collaborative opportunities to all lines of business, it is critical that you maintain trust with not only our Member & Customer Success Organization but also our cross-functional partners and key stakeholders. We are looking for an inspirational leader that can ensure team attainment on the key business performance indicators such as SLA, productivity benchmarks, queue management/allocation, process adherence, while supporting key innovations that help drive the business forward.

You will provide coaching and guidance to enhance the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also identify and implement strategies for your direct team to meet overall company objectives as directed by senior leadership.

As a Manager you will tap into your passion to lead and develop a team of highly skilled consultants. You will conduct interviews, onboard new talent and lead regularly scheduled 1:1s, coaching conversations and team meetings.

In addition to your responsibilities towards your direct reports you will collaborate closely with your peers across the global MSR team driving strategic initiatives enabling the evolution of our Trust Organization. As a leader in MSR you will work to ensure our teams and members are best supported through process optimization, product enhancement, systems & tools enablement, and automation implementation.

There is an opportunity and expectation to be a point of contact for cross-functional partners, and effectively communicate at all levels within LinkedIn’s various organizations to maintain alignment and progress strategic initiatives.

Responsibilities:


  • Lead and develop a team of Member Safety & Recovery Consultants, handling a combination of proactive and reactive interactions with customers.

  • Provide consistent coaching, feedback, and resources to ensure the team maintains a high level of productivity and quality adherence.

  • Complete semi-annual reviews for all direct reports and provide feedback to other teammates.

  • Conduct regular coaching sessions with direct team one on one (Mid-Month, Month End, and additional sessions as needed)

  • Lead and conduct meetings for audiences of multiple levels including direct team, regional team, peer managers, and cross functional partners.

  • Partner with resource planning and vendor management partners to effectively balance team staffing and capacity with member and customer demand.

  • Identify product, process and training opportunities and ensure team members have most up to date resources to perform their roles.

  • Leverage internal reporting to analyze key metrics and data trends to improve and address departmental challenges at a global scale.

  • Provide feedback to peer leaders & senior management regarding necessary changes including member experience, internal processes, content, morale, and customer care issues.

  • Coordinate resolution to high priority trust and privacy related member and customer issues with appropriate support areas as necessary.

  • Analyze metrics, reports and data trends and develop plans to manage departmental challenges.

  • Manage change at all levels of the organization while maintaining a focus on enabling team success and value for members and customers.

  • Contribute to the implementation of workflow process improvements.

  • Build strong partnerships with your global peers to ensure organizational success.

  • Collaborate and communicate with all levels of management globally to drive best practice initiatives.

  • Effectively Manage escalations from members, customers, business partners and team members.

  • Communicate effectively and concisely with internal partners. (Including but not limited to: Legal, Support Services, Workforce Planning, Quality Analysts, and Executive Escalations)

  • Coordinate resolution with appropriate support areas as necessary.

  • Complete other projects as assigned.


Qualifications

Basic Qualifications:

  • 4+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution utilizing multiple communication channels (email, phone and chat)

  • 3+ years of people management experience OR 12+ months of internal LinkedIn Lead or Supervisory experience

  • Ability to work Tuesday-Saturday work schedule


Preferred Qualifications:

  • Experience in compliance, privacy, risk management, transaction fraud, fraud operations, charge back processing or legal support.

  • Experience with customer communication (email, inbound/outbound phone and chat).

  • Experience monitoring, driving, and coaching to KPI’s.

  • Experience leading in a queue environment, consistently delivering to workforce management needs.

  • Experience managing B2B customer relationships.

  • Expert knowledge of MS Office (Outlook, Word, PowerPoint, Forms, OneNote, and Excel).

  • Experience leveraging SharePoint.

  • Ability to use creative solutions to drive initiatives locally and globally through effective collaboration.

  • Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.

  • Excellent communication, follow-up, interpersonal and customer service skills.

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

  • Ability to work in a fast-paced environment.


Suggested skills:

  • People Management

  • Customer Support

  • Complaint Resolution


LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $89,000 to $135,000. 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.

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:


  • Documents in alternate formats or read aloud to you

  • Having interviews in an accessible location

  • Being accompanied by a service dog

  • Having a sign language interpreter present for the interview


A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.


Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.

In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

About the job

Company Description

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.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams.This role is based out of Omaha, NE and offers a hybrid work option, meaning you can both 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.

LinkedIn is seeking aSupport Managerto lead and develop a team specialized in privacy, risk, and compliance investigations. TheMember Safety & Recoveryteam is responsible for preserving our member and customer trust through exceptional handling of sensitive matters.This position requires the flexibility to work nontraditional hours and regular In-Office attendanceto support your direct team, accommodate global partnerships, and drive initiatives within our Trust business.

As a leader in Member Safety and Recovery you will be responsible for inspiring, leading, and guiding a team of Support Consultants to ensure their success in meeting quality and production standards. While having visibility and collaborative opportunities to all lines of business, it is critical that you maintain trust with not only our Member & Customer Success Organization but also our cross-functional partners and key stakeholders. We are looking for an inspirational leader that can ensure team attainment on the key business performance indicators such as SLA, productivity benchmarks, queue management/allocation, process adherence, while supporting key innovations that help drive the business forward.

You will provide coaching and guidance to enhance the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also identify and implement strategies for your direct team to meet overall company objectives as directed by senior leadership.

As a Manager you will tap into your passion to lead and develop a team of highly skilled consultants. You will conduct interviews, onboard new talent and lead regularly scheduled 1:1s, coaching conversations and team meetings.

In addition to your responsibilities towards your direct reports you will collaborate closely with your peers across the global MSR team driving strategic initiatives enabling the evolution of our Trust Organization. As a leader in MSR you will work to ensure our teams and members are best supported through process optimization, product enhancement, systems & tools enablement, and automation implementation.

There is an opportunity and expectation to be a point of contact for cross-functional partners, and effectively communicate at all levels within LinkedIn’s various organizations to maintain alignment and progress strategic initiatives.

Responsibilities:


  • Lead and develop a team of Member Safety & Recovery Consultants, handling a combination of proactive and reactive interactions with customers.

  • Provide consistent coaching, feedback, and resources to ensure the team maintains a high level of productivity and quality adherence.

  • Complete semi-annual reviews for all direct reports and provide feedback to other teammates.

  • Conduct regular coaching sessions with direct team one on one (Mid-Month, Month End, and additional sessions as needed)

  • Lead and conduct meetings for audiences of multiple levels including direct team, regional team, peer managers, and cross functional partners.

  • Partner with resource planning and vendor management partners to effectively balance team staffing and capacity with member and customer demand.

  • Identify product, process and training opportunities and ensure team members have most up to date resources to perform their roles.

  • Leverage internal reporting to analyze key metrics and data trends to improve and address departmental challenges at a global scale.

  • Provide feedback to peer leaders & senior management regarding necessary changes including member experience, internal processes, content, morale, and customer care issues.

  • Coordinate resolution to high priority trust and privacy related member and customer issues with appropriate support areas as necessary.

  • Analyze metrics, reports and data trends and develop plans to manage departmental challenges.

  • Manage change at all levels of the organization while maintaining a focus on enabling team success and value for members and customers.

  • Contribute to the implementation of workflow process improvements.

  • Build strong partnerships with your global peers to ensure organizational success.

  • Collaborate and communicate with all levels of management globally to drive best practice initiatives.

  • Effectively Manage escalations from members, customers, business partners and team members.

  • Communicate effectively and concisely with internal partners. (Including but not limited to: Legal, Support Services, Workforce Planning, Quality Analysts, and Executive Escalations)

  • Coordinate resolution with appropriate support areas as necessary.

  • Complete other projects as assigned.


Qualifications

Basic Qualifications:

  • 4+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution utilizing multiple communication channels (email, phone and chat)

  • 3+ years of people management experience OR 12+ months of internal LinkedIn Lead or Supervisory experience

  • Ability to work Tuesday-Saturday work schedule


Preferred Qualifications:

  • Experience in compliance, privacy, risk management, transaction fraud, fraud operations, charge back processing or legal support.

  • Experience with customer communication (email, inbound/outbound phone and chat).

  • Experience monitoring, driving, and coaching to KPI’s.

  • Experience leading in a queue environment, consistently delivering to workforce management needs.

  • Experience managing B2B customer relationships.

  • Expert knowledge of MS Office (Outlook, Word, PowerPoint, Forms, OneNote, and Excel).

  • Experience leveraging SharePoint.

  • Ability to use creative solutions to drive initiatives locally and globally through effective collaboration.

  • Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.

  • Excellent communication, follow-up, interpersonal and customer service skills.

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

  • Ability to work in a fast-paced environment.


Suggested skills:

  • People Management

  • Customer Support

  • Complaint Resolution


LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $89,000 to $135,000. 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.

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:


  • Documents in alternate formats or read aloud to you

  • Having interviews in an accessible location

  • Being accompanied by a service dog

  • Having a sign language interpreter present for the interview


A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.


Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.

In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

About the job

Company Description

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.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams.This role is based out of Omaha, NE and offers a hybrid work option, meaning you can both 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.

LinkedIn is seeking aSupport Managerto lead and develop a team specialized in privacy, risk, and compliance investigations. TheMember Safety & Recoveryteam is responsible for preserving our member and customer trust through exceptional handling of sensitive matters.This position requires the flexibility to work nontraditional hours and regular In-Office attendanceto support your direct team, accommodate global partnerships, and drive initiatives within our Trust business.

As a leader in Member Safety and Recovery you will be responsible for inspiring, leading, and guiding a team of Support Consultants to ensure their success in meeting quality and production standards. While having visibility and collaborative opportunities to all lines of business, it is critical that you maintain trust with not only our Member & Customer Success Organization but also our cross-functional partners and key stakeholders. We are looking for an inspirational leader that can ensure team attainment on the key business performance indicators such as SLA, productivity benchmarks, queue management/allocation, process adherence, while supporting key innovations that help drive the business forward.

You will provide coaching and guidance to enhance the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also identify and implement strategies for your direct team to meet overall company objectives as directed by senior leadership.

As a Manager you will tap into your passion to lead and develop a team of highly skilled consultants. You will conduct interviews, onboard new talent and lead regularly scheduled 1:1s, coaching conversations and team meetings.

In addition to your responsibilities towards your direct reports you will collaborate closely with your peers across the global MSR team driving strategic initiatives enabling the evolution of our Trust Organization. As a leader in MSR you will work to ensure our teams and members are best supported through process optimization, product enhancement, systems & tools enablement, and automation implementation.

There is an opportunity and expectation to be a point of contact for cross-functional partners, and effectively communicate at all levels within LinkedIn’s various organizations to maintain alignment and progress strategic initiatives.

Responsibilities:


  • Lead and develop a team of Member Safety & Recovery Consultants, handling a combination of proactive and reactive interactions with customers.

  • Provide consistent coaching, feedback, and resources to ensure the team maintains a high level of productivity and quality adherence.

  • Complete semi-annual reviews for all direct reports and provide feedback to other teammates.

  • Conduct regular coaching sessions with direct team one on one (Mid-Month, Month End, and additional sessions as needed)

  • Lead and conduct meetings for audiences of multiple levels including direct team, regional team, peer managers, and cross functional partners.

  • Partner with resource planning and vendor management partners to effectively balance team staffing and capacity with member and customer demand.

  • Identify product, process and training opportunities and ensure team members have most up to date resources to perform their roles.

  • Leverage internal reporting to analyze key metrics and data trends to improve and address departmental challenges at a global scale.

  • Provide feedback to peer leaders & senior management regarding necessary changes including member experience, internal processes, content, morale, and customer care issues.

  • Coordinate resolution to high priority trust and privacy related member and customer issues with appropriate support areas as necessary.

  • Analyze metrics, reports and data trends and develop plans to manage departmental challenges.

  • Manage change at all levels of the organization while maintaining a focus on enabling team success and value for members and customers.

  • Contribute to the implementation of workflow process improvements.

  • Build strong partnerships with your global peers to ensure organizational success.

  • Collaborate and communicate with all levels of management globally to drive best practice initiatives.

  • Effectively Manage escalations from members, customers, business partners and team members.

  • Communicate effectively and concisely with internal partners. (Including but not limited to: Legal, Support Services, Workforce Planning, Quality Analysts, and Executive Escalations)

  • Coordinate resolution with appropriate support areas as necessary.

  • Complete other projects as assigned.


Qualifications

Basic Qualifications:

  • 4+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution utilizing multiple communication channels (email, phone and chat)

  • 3+ years of people management experience OR 12+ months of internal LinkedIn Lead or Supervisory experience

  • Ability to work Tuesday-Saturday work schedule


Preferred Qualifications:

  • Experience in compliance, privacy, risk management, transaction fraud, fraud operations, charge back processing or legal support.

  • Experience with customer communication (email, inbound/outbound phone and chat).

  • Experience monitoring, driving, and coaching to KPI’s.

  • Experience leading in a queue environment, consistently delivering to workforce management needs.

  • Experience managing B2B customer relationships.

  • Expert knowledge of MS Office (Outlook, Word, PowerPoint, Forms, OneNote, and Excel).

  • Experience leveraging SharePoint.

  • Ability to use creative solutions to drive initiatives locally and globally through effective collaboration.

  • Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.

  • Excellent communication, follow-up, interpersonal and customer service skills.

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

  • Ability to work in a fast-paced environment.


Suggested skills:

  • People Management

  • Customer Support

  • Complaint Resolution


LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $89,000 to $135,000. 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.

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:


  • Documents in alternate formats or read aloud to you

  • Having interviews in an accessible location

  • Being accompanied by a service dog

  • Having a sign language interpreter present for the interview


A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.


Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.

In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

About the job

Company Description

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.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams.This role is based out of Omaha, NE and offers a hybrid work option, meaning you can both 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.

LinkedIn is seeking aSupport Managerto lead and develop a team specialized in privacy, risk, and compliance investigations. TheMember Safety & Recoveryteam is responsible for preserving our member and customer trust through exceptional handling of sensitive matters.This position requires the flexibility to work nontraditional hours and regular In-Office attendanceto support your direct team, accommodate global partnerships, and drive initiatives within our Trust business.

As a leader in Member Safety and Recovery you will be responsible for inspiring, leading, and guiding a team of Support Consultants to ensure their success in meeting quality and production standards. While having visibility and collaborative opportunities to all lines of business, it is critical that you maintain trust with not only our Member & Customer Success Organization but also our cross-functional partners and key stakeholders. We are looking for an inspirational leader that can ensure team attainment on the key business performance indicators such as SLA, productivity benchmarks, queue management/allocation, process adherence, while supporting key innovations that help drive the business forward.

You will provide coaching and guidance to enhance the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also identify and implement strategies for your direct team to meet overall company objectives as directed by senior leadership.

As a Manager you will tap into your passion to lead and develop a team of highly skilled consultants. You will conduct interviews, onboard new talent and lead regularly scheduled 1:1s, coaching conversations and team meetings.

In addition to your responsibilities towards your direct reports you will collaborate closely with your peers across the global MSR team driving strategic initiatives enabling the evolution of our Trust Organization. As a leader in MSR you will work to ensure our teams and members are best supported through process optimization, product enhancement, systems & tools enablement, and automation implementation.

There is an opportunity and expectation to be a point of contact for cross-functional partners, and effectively communicate at all levels within LinkedIn’s various organizations to maintain alignment and progress strategic initiatives.

Responsibilities:


  • Lead and develop a team of Member Safety & Recovery Consultants, handling a combination of proactive and reactive interactions with customers.

  • Provide consistent coaching, feedback, and resources to ensure the team maintains a high level of productivity and quality adherence.

  • Complete semi-annual reviews for all direct reports and provide feedback to other teammates.

  • Conduct regular coaching sessions with direct team one on one (Mid-Month, Month End, and additional sessions as needed)

  • Lead and conduct meetings for audiences of multiple levels including direct team, regional team, peer managers, and cross functional partners.

  • Partner with resource planning and vendor management partners to effectively balance team staffing and capacity with member and customer demand.

  • Identify product, process and training opportunities and ensure team members have most up to date resources to perform their roles.

  • Leverage internal reporting to analyze key metrics and data trends to improve and address departmental challenges at a global scale.

  • Provide feedback to peer leaders & senior management regarding necessary changes including member experience, internal processes, content, morale, and customer care issues.

  • Coordinate resolution to high priority trust and privacy related member and customer issues with appropriate support areas as necessary.

  • Analyze metrics, reports and data trends and develop plans to manage departmental challenges.

  • Manage change at all levels of the organization while maintaining a focus on enabling team success and value for members and customers.

  • Contribute to the implementation of workflow process improvements.

  • Build strong partnerships with your global peers to ensure organizational success.

  • Collaborate and communicate with all levels of management globally to drive best practice initiatives.

  • Effectively Manage escalations from members, customers, business partners and team members.

  • Communicate effectively and concisely with internal partners. (Including but not limited to: Legal, Support Services, Workforce Planning, Quality Analysts, and Executive Escalations)

  • Coordinate resolution with appropriate support areas as necessary.

  • Complete other projects as assigned.


Qualifications

Basic Qualifications:

  • 4+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution utilizing multiple communication channels (email, phone and chat)

  • 3+ years of people management experience OR 12+ months of internal LinkedIn Lead or Supervisory experience

  • Ability to work Tuesday-Saturday work schedule


Preferred Qualifications:

  • Experience in compliance, privacy, risk management, transaction fraud, fraud operations, charge back processing or legal support.

  • Experience with customer communication (email, inbound/outbound phone and chat).

  • Experience monitoring, driving, and coaching to KPI’s.

  • Experience leading in a queue environment, consistently delivering to workforce management needs.

  • Experience managing B2B customer relationships.

  • Expert knowledge of MS Office (Outlook, Word, PowerPoint, Forms, OneNote, and Excel).

  • Experience leveraging SharePoint.

  • Ability to use creative solutions to drive initiatives locally and globally through effective collaboration.

  • Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.

  • Excellent communication, follow-up, interpersonal and customer service skills.

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

  • Ability to work in a fast-paced environment.


Suggested skills:

  • People Management

  • Customer Support

  • Complaint Resolution


LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $89,000 to $135,000. 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.

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:


  • Documents in alternate formats or read aloud to you

  • Having interviews in an accessible location

  • Being accompanied by a service dog

  • Having a sign language interpreter present for the interview


A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.


Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.

In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice

About Company

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With more than 1 billion members worldwide, including executives from every Fortune 500 company, LinkedIn is the world's largest professional network. The company has a diversified business model with revenue coming from Talent Solutions, Marketing Solutions, Sales Solutions and Premium Subscriptions products. Headquartered in Silicon Valley, LinkedIn has offices across the globe..

Total Employees

24,765

Company 2-Year Growth

2%

Median Employee Tenure

3.5 years

Because no one goes to school
for fighting fraud.