Manager 3, Product Technical Services

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

This role will be based in Bangalore, India. At 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.

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.  

This role will be based in Bangalore, India. 

Looking for an opportunity to transform a business? LinkedIn is looking for a strategic, customer-focused leader to champion product quality in an extremely fast paced, hyper growth environment. Your team will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible. Your team is the last stop before engineering, so the most complex issues not resolved through other support channels are escalated to your team to investigate, triage, and resolve.  

In addition to providing operational support for member escalations, your team is chartered to champion product quality, and it is your role to drive strategic initiatives to improve product quality across your suite of products and the entire company. Your team plays an essential role in raising the bar of product quality by advocating the user's perspective, providing technical insights, and fostering collaboration.  

Finally, this role requires a strong technical people leader, with a passion for developing and transforming your team.  This team is entirely distributed and embedded with the various product engineering teams, so it’s essential that you’re a manager and a leader that can build, develop, and lead teams that operate autonomously and effectively.  

If you have the right combination of technical skills, business acumen, and leadership ability and are interested in delighting our members by elevating quality standards and delivering actionable insights, we’re looking for you. 

Responsibilities: 

• Lead a team of Technical Services Managers who serve as the primary interface between the Global Customer Operations organization (GCO) and Engineering 

• Review, investigate and resolve member cases escalated to your team within the target SLAs  

• Develop and implement reporting to track key product quality metrics and quickly identify trends and opportunities  

• Conduct monthly & quarterly quality reviews to draw insights and drive influence  

• Partner with Engineering and Product Management to set and enhance quality standards   

• Champion a culture of Members First by leading initiatives to deliver delightful customer experiences  

• Coach and develop your team and partners to enhance their effectiveness and wellbeing  

• Collaborate with sales, marketing and operation leadership to deliver value to LinkedIn by elevating product quality and craftsmanship

Qualifications

Basic Qualifications: 

• 7+ years of professional working experience in software engineering, quality assurance, product operations or similar technical field  

• 2+ years of people management experience

• 2+ years of professional working experience of SQL and other business analytics tools (e.g., Tableau and Business Objects)  

• 2+ years of professional experience in one more more modern programming languages such as Java, C#, C/C++, JavaScript, Python, Rust or Swift 

• 2+ years of professional experience in architecturing and supporting modern web systems, with a focus on scalability, reliability, and distributed models. 

• 2+ years of technical Project or program management experience 

• 2+ years of professional working experience in a strategic and analytical leadership role partnering with Product and/or Engineering leaders 

• 6 months+ of practical experience of architecting or utilizing agentic AI solutions to augment team capabilities and improve product quality outcomes

• Bachelor’s degree or equivalent relevant experience 

Preferred Qualifications: 

• Bachelor’s degree in a technical field such as Computer Science, Computer Engineering, or Electrical Engineering  

• Experience managing global, distributed teams  

• Strong results-orientation and direct experience in utilizing data to identify trends and opportunities. 

• Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data 

• Experience using business analysis and operations tools including sensitivity analysis, risk benefit analysis, optimization, and statistical control charts 

• Familiarity with issue management systems such as JIRA and Bugzilla 

• Excellent communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels 

• Ability to interact with diverse groups of technical and non-technical stakeholders 

Suggested Skills: 

• People, Stakeholder and Project Management 

• Data Analysis 

• Business Analytics & Issue Management Systems

Additional Information

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.

• Workplace Type: Hybrid
• Career Track & Grade: MR3/9
• Department: GBO