Senior Manager, Customer Support Operations & Workforce Planning

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

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. This role can be based in San Francisco, Sunnyvale, Omaha or New York City.

LinkedIn’s Customer Support Strategy, Planning & Operations team is looking for a Senior Manager of 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.

Qualifications

Basic Qualifications: 

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 7+ years of experience in strategic planning, workforce management, operations management, or a related field
• 2+ years of direct people management experience
• Experience with customer support key performance metrics (KPIs), planning models, forecasting techniques, and process optimization methodologies
• Experience developing, analyzing, and communicating results to senior management

Preferred Requirements: 

• Proven experience in global customer-facing or large-scale operational environment, such as customer service, contact center or retail operations
• Proven track record of leading and developing teams
• Expertise in data analysis tools (e.g., SQL), and familiarity with AI-driven workforce management tools or predictive analytics
• Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making
• Ability to communicate clearly and with energy & positivity to motivate, influence, and inspire commitment and action

Suggested Skills:

• Workforce Management software
• People Management
• Customer Support
• Operations Management

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $146,000 to $237,000. 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

Additional Information

Equal Opportunity Statement 

We seek candidates with a wide range of perspectives and backgrounds and we are 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. 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 [email protected] 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.

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Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

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