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Form of workCompany 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
This role will be based in the US- ideally San Francisco Bay Area, New York, or Chicago.
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 a LinkedIn office, depending on what's best for you and when it is important for your team to be together.
About the role:
We are continuously looking at ways we can work more closely across the organization and where there are opportunities to deliver a better, stronger, more cohesive member and customer experience.
We started imagining even greater possibilities of unifying our focus on scale and self-serve moments across the member and customer journey. We know there is a lot more work we can do to give members and customers an easy way to accomplish their goals.
To that end, we are looking for a new head of Scaled Solutions to run a new organization within Member and Customer Success (MCS) called Scaled Solutions.
Core responsibilities of the leader
The leader of the team will help drive the self-serve led strategy for accelerating value delivery, realization, and perception for our customers. Specifically:
Qualifications
Basic Qualifications
Preferred Qualifications
Suggested Skills:
LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $210,000 to $330,000. 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 https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce 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 an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.
Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
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 accommodations@linkedin.com 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:
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.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
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
This role will be based in the US- ideally San Francisco Bay Area, New York, or Chicago.
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 a LinkedIn office, depending on what's best for you and when it is important for your team to be together.
About the role:
We are continuously looking at ways we can work more closely across the organization and where there are opportunities to deliver a better, stronger, more cohesive member and customer experience.
We started imagining even greater possibilities of unifying our focus on scale and self-serve moments across the member and customer journey. We know there is a lot more work we can do to give members and customers an easy way to accomplish their goals.
To that end, we are looking for a new head of Scaled Solutions to run a new organization within Member and Customer Success (MCS) called Scaled Solutions.
Core responsibilities of the leader
The leader of the team will help drive the self-serve led strategy for accelerating value delivery, realization, and perception for our customers. Specifically:
- Sharpen our understanding of our self-serve led delivery model and rethink our delivery model to be scale first with human interventions layered for truly differentiating moments of the journey.
- Shape the vision for self-serve first approach to post-sale value delivery post optimizing for the right self-serve vs human touch points for all our customer segments across their post-sale journey.
- Drive post-sales success for customers who don't receive human support and reduce % of customers who require dedicated post-sale human assistance in their value realization journey.
- Partner across MCS LT to ensure a x-MCS strategy that balances opportunity for deflection and self-service (across Support, Integrations, and CS) with high-touch employee experiences (via CS, Services, and Tech Escalations)
- Serve as primary POC for online/Premium teams to address growing opportunities for scaled success/support in our online business (primarily SMBs)
- Serve as primary POC our sales, product and customer marketing teams to drive a coordinated execution approach against delivering value at scale for long-tail field customers without mapped CSMs.
- Lead the strategy and execution of MCS assets mapped to the self-serve strategy including.
- Customer Learning Center
- Customer Communities
- Other digital / scaled resources used by CS like Program Health Checks, etc.
- Help-Center and Knowledge Management
- Chat/VCA across the post-sales customer journey (vs. in Global Support alone)
Qualifications
Basic Qualifications
- 10+ years full time professional work experience
- 7+ years experience in people management
Preferred Qualifications
- Work experience in product/growth/consulting/digital customer success teams.
- Customer or product-facing (or enabling) roles thinking through driving success and growth via scale.
- People management/leadership experience in digital or product growth team, or customer success/service teams.
- Advanced degree in Business or related field
- Systems thinker who can connect the dots between multiple initiatives across functions to drive customer value and experience
- Experience designing, building, and driving innovative, digital customer-facing engagement and growth programs at scale
- Experience crafting and influencing AI related interventions and efforts in the product roadmap
- Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you've done in the past, not adhere rigidly to it
- Ability to lead and facilitate cross-company initiatives
- Experience working with product, marketing and GTM stakeholders
- Track record of driving process improvements for scale and efficiency, including identifying and implementing technology solutions
- Strength in strategic problem solving and articulating strategic plans in written and verbal formats
- Strong executive presence with deep experience in developing and making formal presentations to executive management
- Experience hiring, developing, and retaining best-in-class talent
- Strong interpersonal and communication skills as well as attention to detail
- Teamwork mentality and willingness to assist wherever needed
Suggested Skills:
- Executive Leadership
- Operational Rigor
- Strategic Thinking
LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $210,000 to $330,000. 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 https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce 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 an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.
Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
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 accommodations@linkedin.com 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.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
