Manager, LMS Support (11 month FTC)

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.

We are looking for a LinkedIn Marketing Solutions Support Manager to provide leadership and direction to a team of enterprise support representatives to ensure their success. In this role, you will provide coaching and guidance regarding the quality of customer interactions and daily operations and assess resources and staff needs for the team. You will also analyse operational data to measure and increase ROI and drive efficiency gains.

The role will require tight coordination with a wide range of LinkedIn teams, including: Sales, Operations, Product Support, Direct Marketing and Advertising Operations.

Responsibilities:

• Build, develop and lead a team of LMS support representatives, handling a combination of proactive and reactive interactions with customers.
• Analyse metrics, reports and data trends and develop action plans to manage departmental challenges.
• Provide coaching and feedback to ensure the team maintains a high level of productivity and quality.
• Coordinate resolution with appropriate support areas as necessary.
• Collaborate and communicate with a team of global peers to drive best practice initiatives and with multiple levels of management as needed
• Provide feedback to management regarding necessary changes and updates, including policies, upgrades and customer care issues.
• Manage internal and external escalations from customers, business partners and within the team.
• Communicate effectively and concisely with employees and internal partners.
• Complete quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed.
• Contribute to the implementation of workflow process improvements.
• Set and communicate vision for LMS Support EMEA
• Engage with LMS stakeholders throughout EMEA

Basic Qualifications:

• 4+ years of experience in digital marketing or online advertising.
• Including 2+ years in a leadership role within the digital marketing or online advertising industry

Preferred Qualifications:

• Experience monitoring, driving and coaching call quality.
• Advanced knowledge of MS Office (Outlook, Word, PowerPoint and Excel).
• Excellent communication, follow-up, interpersonal and customer service skills.
• Ability to use creative solutions to drive initiative locally or through partnering with other locations.
• Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders.
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
• Ability to work in a fast-paced, start-up environment.

Suggested Skills

• Communication
• Leadership
• Stakeholder Engagement

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