Senior Manager, Customer Support Operations & Workforce Planning

Company DescriptionLinkedIn 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 DescriptionAt LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. LinkedIn’s Customer Support Strategy, Planning & Operations team is looking for a Senior Manager of Customer Support Operations Planning.

The Senior Manager will lead a team of managers and analysts that supports annual budget planning, forecasting & workforce management, providing insights and recommendations to drive LinkedIn Global Support Operation’s financial performance and strategic decisions. This role involves leading through influence to drive productivity and operational efficiencies, and enable scale in our support operations. The ideal candidate will have exceptional analytical and problem-solving skills and be comfortable interacting with all levels and functions, including Executive Management, Member & Customer Support, Product Operations, Business Operations, Finance leaders and colleagues.

We're seeking a self-starter and independent thinker, who can recognize where processes can be improved and who will take the initiative to improve them. Using strong communication and influencing skills, the Senior Manager will effectively collaborate with a variety of people and job functions to create structure, drive results and thrive in a challenging & fast-paced environment. Responsibilities: Team Leadership & Development: Push the Support Operations Planning team further through clear vision and strategy designed to best support LinkedIn’s members & customers. Provide training and professional development opportunities to ensure the team stays current with industry best practices, tools, and technologies.

Workforce Planning & Forecasting: Lead efforts in forecasting support staffing requirements based on business trends, seasonal demand, historical data, and key performance indicators (KPIs). Develop short- and long-term workforce plans to ensure appropriate staffing levels are maintained across all departments. Performance Management & Efficiency: Develop and implement strategies to drive operational efficiency and enable scale. Use performance data and analysis to identify areas for improvement. Data Analysis & Reporting: Generate insights into workforce trends, staffing gaps, and operational performance. Provide regular reports and presentations to senior leadership on key operational metrics, workforce plans & changes and strategic recommendations. to leadership and staff.

Process Improvement: Continuously assess and refine planning processes to increase efficiency and effectiveness. Implement best practices, streamline workflows and advocate for the use of innovative technologies or automation where applicable. Collaboration & Influence: Build strong and trusting relationships with FP&A and key business partners. Work collaboratively and cross-functionally to ensure alignment on business objectives. QualificationsBasic Qualifications:

Bachelor's degree in Business Administration, Operations Management, or a related field7+ years of experience in strategic planning, workforce management, operations management, or a related field2+ years of direct people management experienceExperience with customer support key performance metrics (KPIs), planning models, forecasting techniques, and process optimization methodologiesExperience developing, analyzing, and communicating results to senior managementPreferred Requirements: Proven experience in global customer-facing or large-scale operational environment, such as customer service, contact center or retail operationsProven track record of leading and developing teamsExpertise in data analysis tools (e. g.

, SQL), and familiarity with AI-driven workforce management tools or predictive analyticsDeep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-makingAbility to communicate clearly and with energy & positivity to motivate, influence, and inspire commitment and actionSuggested Skills: Workforce Management softwarePeople ManagementCustomer SupportOperations ManagementWe may record and transcribe interviews for this role with AI assisted technology. Candidates will be notified in advance and given the opportunity to opt out of the interview recording. Your decision to participate or decline will not impact your eligibility for hire.

To learn more about LinkedIn's use of interview intelligence technologies, please visit our candidate portal: https: //www. linkedin. com/legal/candidate-portalAdditional InformationGlobal 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.