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 can be based in San Francisco, Sunnyvale, Omaha or New York City.
Support Strategy, Planning & Operations (SPO) team moves fast to set direction for LinkedIn’s Member & Customer Support, solve toughest cross-functional problems, and deliver world-class customer experience. We are looking for a Senior Associate of Planning, who will support annual budget planning, forecasting & workforce management, providing insights and recommendations to drive LinkedIn Global Support Operation’s financial performance and strategic decisions.
This role will require applying structured thinking to critical business questions, running deep analyses, generating insights, and developing meaningful recommendations to identify operational efficiencies and enable scale in our support operations. The ideal candidate will have strong communications skills, and be comfortable interacting with key cross-functional partners, including from Member & Customer Support, Product Operations, Business Operations, Finance and other Ops teams.
We're seeking a self-starter and independent thinker, who can thrive in a challenging & fast-paced environment.
Responsibilities:
- Drive efforts in forecasting support staffing requirements based on business trends, seasonal demand, historical data, and key performance indicators (KPIs).
- Support long-term strategic planning efforts across various channels (email, phone, chat, etc.) to forecast contact volume, agent handle time and other relevant metrics.
- Analyze large datasets to generate insights into workforce trends, staffing gaps, and operational performance to provide recommendations to enable decision making. Use performance data and analysis to identify areas for improvement.
- Identify and drive opportunities for automation, and streamline planning processes & workflows where possible.
- Develop analytical frameworks to support LinkedIn’s growth via new product launches, pilots or support offerings.
- Provide regular reports and presentations to leadership on key operational metrics, workforce plans & changes and strategic recommendations.
- Document standard procedures, ensuring clarity and consistency in operations.
- Build strong and trusting relationships with key business partners & stakeholders.
- Work collaboratively and cross-functionally to ensure alignment on business objectives.
Qualifications
Basic Qualifications:
- Bachelor's degree in Economics, Business, Operations, Data Science or other quantitative fields
- 3+ years of work experience in strategic planning, workforce management, consulting, business operations, or a related field
- Proficiency in Excel and data analysis / data modeling
Preferred Requirements:
- MBA or Masters in related field
- Experience developing, analyzing, and communicating complex analytical information clearly and effectively to senior management
- Experience in SQL and data visualization (Tableau, Power BI)
- Familiarity with AI-driven predictive analytics, planning or workforce mgmt tools
- Familiarity with customer support key performance metrics, planning models, forecasting techniques, and process optimization methodologies
Suggested Skills:
- Problem Solving
- Communication
- Data Analytics
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $96,000-$156,000. 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 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.
