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
The role is open to San Francisco, Sunnyvale, Chicago, or New York dependent upon where the candidate is currently located.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role 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 looking for a Senior Program manager to support the ongoing evolution of our Digital Customer Success initiatives, with a particular focus on the digital customer journey. The successful candidate will be a natural relationship builder with excellent communication, project management, and cross-functional stakeholder collaboration skills. They should also be comfortable shaping and delivering programs globally and across multiple internal business units.
They will partner internally within the global Scaled Solutions Organization and with cross-functional teams, including Operations, Marketing, Product, and Sales. They will drive alignment among internal stakeholders to achieve shared goals, enhance current programs, and project manage the rollout of new or updated customer success strategies.
Ideal candidates will also have experience promoting a culture of diversity, inclusion, and belonging.
Key Responsibilities:
- Partner with Scaled Solutions leaders to develop and implement self-serve and scaled programs that improve customer experiences, drive adoption, retention, and growth.
- Oversee relevant Scaled Solutions Organization annual priorities, providing coordination, direction, and reporting. Ensure alignment between related priorities and also with related work within other functions and lines of business.
- Build relationships with senior business leaders across functions to facilitate collaboration and alignment.
- Prepare and deliver comprehensive, strategic recommendations aligned with business priorities and anchored on impact.
- Conduct regular reviews of existing programs and processes, including performance against metrics targets, to identify opportunities for automation, optimization, and increased efficiency.
- Develop and maintain a comprehensive understanding of the industry landscape and digital CS trends and technologies to inform the evolution of LinkedIn’s digital customer success.
- Develop current state and future state overviews of foundational customer journeys, providing comprehensive views of digital and automated touchpoints with connections to human touchpoints.
- Conduct customer data analysis for deep understanding of our global customer base.
- Using a data-driven approach, develop a clear view of customer needs and opportunities at different customer journey stages and identify key opportunities for journey refinement and integration/coordination.
- Maintain cross-functional stakeholder partnerships on customer journey initiatives, ensuring alignment and coordination and building business cases for prioritization of key cross-functional initiatives (including work with Product, PMM, Sales, CS, and Services).
- Monitor performance of new initiatives and confirm future rollout and expansion plans.
Qualifications
Basic Qualifications:
- 8+ years’ experience with Program Management, Product Management, Operations, Customer Success, Management Consulting, Business Analysis, or Customer Marketing
- 3+ years in Digital Customer Success or Digital Customer Experience managing scaled post-sales engagements
- BS/BA Degree or equivalent practical experience
Preferred Qualifications:
- Strong written and verbal communication skills
- Strong organizational skills and attention to detail
- Cross-functional collaboration and negotiation skills
- Experience creating scaled and digital programs designed to deliver excellent customer experience and business impact
- Experience executing programs on a global scale
- Experience leading change within a cross-functional business environment
- Experience in gathering business insights from varied data sources and identifying trends and opportunities
Suggested Skills
- Customer Journey Expertise
- Project & Program Management
- Stakholder Management
- Data-driven Decision Making
LinkedIn is committed to fair and equitable compensation practices.The pay range for this role is $112,000 to $182,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more 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.