Director, Product Technical Services

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.

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 will be based in San Francisco, Mountain View, Sunnyvale, CA or Omaha, NE. 

Looking for an opportunity to transform a business? LinkedIn is looking for a strategic, customer-focused leader to champion product quality in an extremely fast-paced, hyper growth environment. Your team will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member and customer experience possible. Your team is the last stop before engineering, so the most complex issues not resolved through other support channels are escalated to your team to investigate, triage, and resolve. 

In addition to providing operational support for member escalations, your team is chartered to champion product quality, and it is your role to drive strategic initiatives to improve product quality across your suite of products and the entire company. Your team plays an essential role in raising the bar of product quality by advocating the user's perspective, providing technical insights, and fostering collaboration. 

As a Director of Product Quality, you will have large, end-to-end scope for a multibillion dollar line of business, working across the entire ecosystem of LinkedIn, to strategically implement proactive friction identification and swift resolution. This role is an important lynchpin among front line support, sales, and R&D teams. Success requires building relationships among our strategic customers, sales, engineering, and product leaders. This person will embody our values of “act like an owner” and “dream big, have fun, and get stuff done” while raising the bar on quality and customer delight, by focusing on experimentation and innovation that improves our customers’ ability to create and achieve economic opportunity. 

This role requires a tenured people leader, with a passion for developing and transforming your team. This team is geographically distributed and functionally embedded with the various product engineering teams, so it is essential that you are a manager and a leader that can build, develop, and lead teams that operate autonomously and effectively. 

If you have the right combination of technical skills, business acumen, and leadership ability and are interested in delighting our members and customers by elevating quality standards and delivering actionable insights, we are looking for you. 

Responsibilities: 

• Attract, develop, and lead a team of Product Quality Managers who serve as the primary interface between the Member & Customer Success organization (MCS) and Engineering & Product teams(R&D) 
• Partner with Engineering and Product leadership to enhance product quality and craftsmanship. Improve operational efficiency across all LinkedIn consumer products. 
• Shape vision & strategy to make LinkedIn products friction free and drive alignment across cross-functional teams. 
• Lead by example and inspire the team to innovate and to perform at a very high level, collaborating effectively across several engineering, product, operations, and sales teams. 
• Define a best-in-class product technical support model & hiring profile. 
• Promote the LinkedIn brand by ensuring high quality product experiences, defining & holding others accountable for SLAs, and determining escalation paths and thresholds for business-critical bugs that affect members and customers. 
• Conduct monthly & quarterly quality reviews to draw insights and drive influence. 
• Drive analysis of strategic opportunities, lead growth initiatives and special projects, leverage data teams to provide operational dashboards & quality driver analysis on a regular basis. 
• Champion a culture of Members First by leading initiatives to deliver delightful customer experiences. 
• Champion a culture of diversity, inclusion and belonging and Speak Up within the organization. 

Basic Qualifications: 

• Bachelor’s degree in fields such as Computer Science, Computer Engineering, Electrical Engineering or a related field or equivalent experience. 
• 10+ years in software engineering, quality assurance, product operations, technical support, or similar technical field. 
• 5+ years in people leadership. 
• Demonstrated strategic implementation of project or program management. 
• In a strategic and analytical leadership role partnering with Product and/or Engineering leaders. 

Preferred Qualifications: 

• MBA degree. 
• 3+ years managing managers, overseeing global, distributed teams. 
• Technical capabilities in Engineering, QA, TPM, Analytics, Product Operations, Escalation support or other technical functions. 
• Results-orientated and track record of operational success. 
• Demonstrated tenure utilizing data to identify critical trends and derive insights to inform strategy and operational changes. 
• Knowledge and perspective on product quality & operational best practices. 
• Efficiency communicating complex subjects to both technical and non-technical audiences at all levels. 
• Spearheading cross-functional programs. 

Suggested Skills 

• Strategic Thinking  
• Team Building  
• Executive Presentation 
• Change Management  

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $182,000 to $299,000. 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. 

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.

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.