Executive Response Team Case Manager 2 (Mon-Fri)

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. This role will be based in Omaha, NE. The work location 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. The position is a full‑time, 40‑hour work week, Monday‑Friday from 8:00 am – 5:00 pm CST, with on‑call responsibilities as needed. Responsibilities Serve as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case. Triage cases, routing to and engaging with senior partners (e.g., Executive Escalations & Engagement seniors & leads, Trust & Safety, Product, or Legal) to inform outcomes and resolutions. Manage end‑to‑end resolution for moderate‑severity escalations, escalating cases involving legal and data privacy concerns. Execute service recovery initiatives to strengthen relationships with members/customers who have experienced significant disruptions. Apply regulations, data privacy laws, and security standards to complex case resolutions, ensuring compliance and a positive member experience. Proactively investigate and escalated potential compliance violations through analysis, providing Legal and Policy partners with actionable insights. Maintain fluency in evolving trust, safety, and social media compliance regulation best practices, contributing to team knowledge‑sharing and process refinement. Identify gaps, opportunities for improvement, and inefficiencies in existing playbooks and processes, recommending targeted improvements based on case insights. Contribute to the design and rollout of new playbooks, response strategies, and workflows that impact consistency and efficiency across the team and other teams. Lead small‑scale projects and pilots (e.g., proactive casework, premium, flagship) to test and improve overall escalation handling and customer experience, providing analysis of customer impact and outcomes. Share learnings from process improvements with team members and partners, informing adoption of best practices across teams. Independently analyze escalation signals and trends, distinguishing between systemic and one‑off issues with precision and insight; collaborate closely with team leads, seniors, and cross‑functional stakeholders to inform targeted policy or process changes globally. Anticipate emerging risk areas by connecting data from escalations and member interactions to broader concerns. Share actionable insights with partners to inform preventative strategies and reduce issue recurrence. Monitor and manage member inquiries and escalations across social media platforms (e.g., X, Facebook, Instagram, LinkedIn, community forums, third‑party sites), recognizing nuanced risks and emerging sentiment shifts earlier in the cycle. Proactively surface and contextualize potential PR, brand reputation, or compliance risks, collaborating with Legal, PR, and Trust & Safety to inform appropriate response strategies. Track and document escalations to identify recurring issues, contributing actionable insights that inform improvements to proactive engagement strategies. Independently manage stakeholder communication, ensuring that complex case resolutions are conveyed with clarity and empathy. Collaborate with cross‑functional teams to support alignment and timely resolution in sensitive or high‑profile cases globally; proactively coordinate with engineering, technical, and product teams to troubleshoot and anticipate recurring defects, surfacing insights that reduce future impact. Identify and escalated emerging brand risks with an early analysis of potential scope and impact, assisting in proactive interventions. Qualifications Basic Qualifications Minimum 4 years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or a related field. OR Bachelor's degree in Business, Marketing, or a related field and a minimum of 1 year of experience in the same areas. Preferred Qualifications 5+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or a related field. OR Bachelor's degree in Business, Marketing, or a related field and 2+ years of experience in those areas. OR Master's degree in Business, Marketing, or a related field. 2+ years of experience in social media crisis management and brand protection. Suggested Skills Conflict Resolution Crisis Management Prioritization Root Cause Analysis Compensation LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $66,000 – $106,000. Actual compensation packages are based on factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location. The total compensation package may also include an annual performance bonus, stock, benefits, and/or other applicable incentive compensation plans. Equal Opportunity Statement LinkedIn seeks candidates with a wide range of perspectives and backgrounds 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 committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, please 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. Legal Notices 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. 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