This role will be based in Omaha, NE. 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. The Executive Response Team Case Manager 2 will work as a central point of contact to own and respond to escalated member issues via phone and e-mail. They will ensure we are providing the absolute best member experience for our internal and external members/customers. This person will support all business groups within Global Support Organization and become a subject matter expert in these areas. They will be called upon to identify gaps within processes, member experience, and inefficiencies. This role will be working a 40-hour work week, Monday-Friday from 8:00am-5:00pm CST. The role will also be on call as needed. Responsibilities Case Management & Triage 3Serves as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case.3 3Triages cases, routing to and engaging with multiple senior partners (e.g., Executive Escalations & Engagement seniors & leads, Trust & Safety, Product, or Legal) to inform outcomes and resolutions.3 3Manages end-to-end resolution for moderate-severity escalations, escalating cases involving legal and data privacy concerns.3 3Executes service recovery initiatives to strengthen relationships with members/customers who have experience significant disruptions.3 Privacy, Security, and Compliance 3Independently applies regulations, data privacy laws, and security standards to complex case resolutions, ensuring compliance and a positive member experience.3 3Proactively investigates and escalates potential compliance violations through analysis, providing Legal and Policy partners with actionable insights.3 3Maintains fluency in evolving trust, safety, and social media compliance regulation best practices, contributing to team knowledge-sharing and process refinement.3 Process Optimization & Continuous Improvement 3Proactively identifies gaps, opportunities for improvement, and inefficiencies in existing playbooks and processes, recommending targeted improvements based on case insights.3 3Contributes to the design and rollout of new playbooks, response strategies, and workflows that impact consistency and efficiency across their team and other teams.3 3Leads small-scale projects and pilots (e.g., proactive casework, premium, flagship) to test and improve overall escalation handling and customer experience, providing analysis of customer impact and outcomes.3 3Shares learnings from process improvements with team members and partners, informing adoption of best practices across teams.3 Root Cause Analysis (RCA) & Trend Identification 3Independently analyzes escalation signals and trends, distinguishing between systemic and one-off issues with precision and insight. Collaborates closely with team leads, seniors, and cross-functional stakeholders to inform targeted policy or process changes globally.3 3Anticipates emerging risk areas by connecting data from escalations and member interactions to broader concerns.3 3Share actionable insights with partners to inform preventative strategies and reduce issue recurrence.3 Social Media & External Escalation Management 3Independently monitors and manages member inquiries and escalations across social media platforms (e.g., X, Facebook, Instagram, LinkedIn, community forums, third-party sites, etc.), recognizing nuanced risks and emerging sentiment shifts earlier in the cycle. Maneuvers complex or sensitive member/customer interactions, ensuring responses are empathetic, solutions-focused, and strategically preserve brand reputation in high-visibility contexts.3 3Proactively surfaces and contextualizes potential PR, brand reputation, or compliance risks, collaborating with Legal, PR, and Trust & Safety to inform appropriate response strategies.3 3Tracks and documents escalations to identify recurring issues, contributing actionable insights that inform improvements to proactive engagement strategies.3 3Stakeholder Collaboration & Crisis Management3 3Independently manages stakeholder communication, ensuring that complex case resolutions are conveyed with clarity and empathy.3 3Collaborates with cross-functional teams to support alignment and timely resolution in sensitive or high-profile cases globally. Proactively coordinates with engineering, technical, and product teams to troubleshoot and anticipate recurring defects, surfacing insights that reduce future impact.3 3Identifies and escalates emerging brand risks with an early analysis of potential scope and impact, assisting in proactive interventions.3 Qualifications Basic Qualifications 3Minimum 4 years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field3 3OR3 3Bachelor's Degree in Business, Marketing, or related field AND minimum 1 year of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field.3 Preferred Qualifications 35+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field3 3OR3 3Bachelor's Degree in Business, Marketing, or related field AND 2+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field3 3OR3 3Master's Degree in Business, Marketing, or related field.3 32+ years of experience in social media crisis management and brand protection.3 Suggested Skills 3Conflict Resolution3 3Crisis Management3 3Prioritization3 3Root Cause Analysis3 LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $66,000 - $106,000 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.