Job Specifications
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 is based in Omaha.
We are looking for an Executive and Crisis Comms Manager with experience across corporate reputation and community development for a full-time position. This individual will join our Member and Customer Success team, working with cross-functional partners to identify and respond to escalations involving executive tags and mentions on LinkedIn and external social networks in addition to activating the company's strategic response and crisis process for potentially brand damaging and media sensitive issues. This is a newly created position with tremendous opportunities for learning and growth, reporting to the Senior Manager of Executive Escalations.
We’re looking for someone who thrives working across multiple teams to solve complex issues. They’ll be passionate about driving member and customer resolutions while surfacing timely signal to our Trust and Product partners. They should also have a strong understanding of the social environment, escalations, and managing issues on behalf of executive leadership.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to the LinkedIn Omaha office, depending on what’s best for you and when it is important for your team to be together.
Responsibilities:
Oversees strategic response processes to trending issues or escalations, at times media or legally sensitive and assists with issue response, driving internal alignment across departments and regions
Triages, escalates, and manage responses to events impacting the LinkedIn brand as well as member trust
Leads major escalation incidents, advising on response strategy and execution to drive resolution
Uses advanced written and verbal communication skills to de-escalate emotional issues and communicate clearly across teams, departments, and senior leadership
Partners closely with cross-functional teams to support real-time issues while influencing consistent company response across escalations
Analyzes escalation data to determine its scope and severity and exercising best judgment to determine action required
Partner across multiple teams to help influence consistent company responses across customer service channels
Leverage on-platform insights as signal by providing guidance to global communications, policy and several cross-functional teams on emerging trends and issues facing the company and social networks broadly
Ensure maximum customer satisfaction by ensuring interactions with users are precise, timely and on brand in response to their inquiries.
Identify product opportunities to improve the customer experience and assist staff in preparing and delivering proactive messages to the customer as appropriate
Operates autonomously, using discretion when dealing with sensitive information, and applying best practices and judgment to identify problems and actions to address them
Qualifications
Basic Qualifications:
5+ years of experience in customer support leadership escalations and crisis management in a customer support setting, with a heavy focus on communications utilizing multiple communication channels (email, chat and phone)
Strong executive communication skills
Preferred Qualifications:
Excellent written and verbal communication skills with ability to concisely and effectively address questions while providing subject matter expertise on escalated issues
Strong strategic and tactical working knowledge of social media and how it can be leveraged to drive results, including de-escalating members and recovering trust.
Experience working on escalations on behalf of executives or senior leaders.
Strong results orientation in a dynamic, high-growth, fast paced environment with proven track record of delivering outcomes with tight deadlines and cross-functional dependencies.
Quick learner and self-starter who has the ability to solve problems collaboratively across numerous teams.
Detail oriented with capacity to organize and prioritize multiple tas
About the Company
Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With more than 1 billion members worldwide, including executives from every Fortune 500 company, LinkedIn is the world's largest professional network. The company has a diversified business model with revenue coming from Talent Solutions, Marketing Solutions, Sales Solutions and Premium Subscriptions products. Headquartered in Silicon Valley, LinkedIn has offices across the globe..
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