Product Technical Operations Manager

  • Company: LinkedIn
  • Posted: January 14, 2017
  • Reference ID: 1035407749
Product Technical Operations Manager
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world s workforce in ways no other company can. We re much more than a digital resume - we transform lives through innovative products and technology.
Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.
The Product Technical Operations Manager of LinkedIn s Tier 2 technical support is responsible for leading a group of highly skilled technical escalation specialists to resolve complex member and customer support issues, drive enablement initiatives with Tier 1 support teams, and partner closely with Tier 3 support to drive resolution of production issues. As the bridge between Tier 1 and Tier 3, this team is an essential conduit of information, and is critical to ensure we resolve member/customer escalations as efficiently and effectively as possible. The Product Technical Operations Manager must be adept at monitoring operational metrics and managing support operations to ensure we meet support SLAs. In addition to providing production support, the Product Technical Operations Manager is also expected to collaborate with the Tier 3 team to help improve the quality of LinkedIn s products. You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and a strong leader who strives to develop and empower their team.
  • Manage a group of highly skilled technical escalation specialists to evaluate, troubleshoot, and resolve member escalations from Tier 1
  • Develop technical support team through effective hiring, coaching, and development
  • Monitor, manage, and achieve support KPIs (including case resolution SLA, CSAT, and misdirect goals)
  • Identify and drive opportunities to optimize productivity and efficiency while maintaining a high level of customer service
  • Research and resolve critical member and customer escalations when management support is required; escalate issues to senior management when appropriate
  • Monitor team performance and provide coaching to ensure the highest level of support and customer satisfaction
  • Collaborate with other LinkedIn technical support teams to drive initiatives and ensure a seamless support experience across all support sites
  • Maintain deep and comprehensive knowledge of LinkedIn s products
  • Develop and execute support strategies
  • Identify and recommend changes to LinkedIn products to meet member/customer needs
  • Provide continuous learning to team in order to provide the highest level of technical support possible
  • Process and workflow analysis to determine where and how to introduce workflow optimizations and opportunities to eliminate manual work
Basic Qualifications :
  • BA/BS degree
  • 10+ years of experience in tech support environment, QA, solutions engineering, or similar capacity
  • 7+ years of technical support management experience in high-tech or software
  • Experience with customer service and escalation management
  • Experience with issue management systems such as JIRA and Bugzilla
  • Experience with CRM systems such as Salesforce and RightNow
Preferred Qualifications :
  • MBA degree
  • Experience using SQL to query data needed to troubleshoot cases
  • Strong results-orientation and direct experience in utilizing data to identify critical trends
  • Ability to multi-task and prioritize in a fast-paced environment
  • Strong customer communication skills with the ability to handle and resolve customer conflicts using various modes of communication
  • Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
  • Able to interact with diverse groups of technical and non-technical people
  • Excellent oral and written communication skills and able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Strong English written and verbal communication skills

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