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.
LinkedIn is searching for a talented and passionate leader to lead our APAC-based LSS Support team, focused on helping our strategic customers realize value from LinkedIn Sales Solutions products and resolving their most complex support needs. The successful candidate will have refined leadership and people‑management skills, strong operational focus, and the ability to create and drive a long‑term vision for enterprise customer support.
As a Senior Manager of LSS Support, you implement strategy by maximizing available resources, aligning your organization’s plans and priorities to LinkedIn’s long‑term strategic objectives, and prioritizing cross‑team opportunities that support quarterly and yearly goals. You will provide leadership and direction to a team of LSS Support Managers, Leads, and Consultants, own performance against KPIs, and partner closely with cross‑functional teams (Support, Sales, Product, Engineering, GTM Ops) to deliver a best‑in‑class experience for LSS customers. You will be accountable for transforming the performance, engagement, and wellness of your organization, ensuring that team members understand how their work contributes to LinkedIn’s strategy and vision.
Responsibilities
- Build, develop and lead a team of LSS Support Managers, Leads, and Consultants, providing coaching and feedback to drive growth, productivity, and quality.
- Set and communicate the long‑term vision, strategy, and operating model for LSS Support in APAC and contribute to the global LSS Support strategy.
- Oversee execution and coordination of teams’ quarterly plans, aligning plans and priorities across related teams for enhanced collaboration and operational efficiency.
- Proactively identify gaps, opportunities, and wins through observation, coaching, and data; develop scalable programs and processes to address them.
- Own operational and customer outcomes by monitoring and improving performance against KPIs (quality, SLAs, CSAT, efficiency, adoption, and retention).
- Oversee capacity planning, hiring, and workforce management to ensure coverage and capabilities that meet evolving business and customer needs.
- Hold yourself and your direct reports accountable for achieving results by setting clear expectations, assigning ownership, and taking responsibility for performance outcomes.
- Role‑model mastery of core support, operational, and LSS capabilities (e.g., KPI management, escalation handling, process improvement, and executive‑level communication) and coach others to build these skills.
- Apply your expertise in complex and ambiguous situations, demonstrating sound judgment and the ability to weigh options and reach optimal solutions for customers and the business.
- Manage internal and external escalations from customers, business partners, and within the team, ensuring timely, high‑quality resolution and clear communication.
- Communicate clearly and concisely with employees and internal partners, tailoring communication to diverse audiences and ensuring alignment on priorities and changes.
- Create energy and engagement by facilitating a culture of innovation, continuous improvement, and inclusion within LSS Support.
- Develop, nurture, and sustain strong internal and customer relationships through trust, authenticity, and shared accountability, and champion adherence to LinkedIn policies, procedures, and quality standards.
- Ensure team members and leaders have the information, tools, and enablement they need to perform their roles effectively.
- Ensure tight coordination with global peers, Sales, Customer Success, Product, and other Support teams to drive best practices and provide a seamless experience for our largest and most strategic customers.
- Complete quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed.
- Complete other projects and tasks as assigned.
