Marketing Solutions Customer Support, Manager 2

Bizo   •  

Omaha, NE

Industry: Networks

  •  

5 - 7 years

Posted 296 days ago

This job is no longer available.

Job description

LinkedIn Marketing Solutions Support, Manager2

LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

As a LinkedInMarketing Solutions Manager 2, you will be responsible for providing leadership and direction to a team of Marketing Solutions Support representatives to ensure their success, while having visibility and collaborative opportunities to all lines of business, both internal to GCO and our Cross-Functional partners and stakeholders. You will provide coaching and guidance in regard to the quality of client interactions and daily operations while assessing the resources and staff needs for your team. You will also implement strategies and plans for the team while adjusting processes to meet overall company objectives as directed by senior leadership. There is an opportunity and expectation to be a point of contact for Cross-Functional partners, and effectively communicate at all levels within different organizations within LinkedIn while working closely with the LMS Support Director.

Responsibilities:?

  • Provide leadership and direction to LMS Support agents
  • Collaborate with peers, horizontal, and cross functional partners on support and process best practices
  • Analyze data trends and develop action plans to manage departmental challenges while communicating with leadership and cross-functional partners
  • Supporting the organization strategically and operationally, including high level training
  • Field agents' and cross-functional partner questions and emphasize quality to ensure appropriate member experience
  • Perform daily coaching of team members for productivity and performance and ensuring an excellent customer experience
  • Coordinate resolution with appropriate internal and cross-functional teams as necessary
  • Collaborate and communicate with multiple levels of management, internal to GCO and with cross-functional teams, as needed
  • Build strong relationships and be a point of contact with Cross-functional partners
  • Provide feedback to GCO and Cross-functional Leadership regarding necessary changes and updates including policies, strategies and customer care issues
  • Analyze available metrics, reports and other information to identify trends and needs, communicating recommendations back to GCO and Cross-functional Leaders
  • Providing exceptional performance management to ensure team and individuals are meeting goals
  • Up to 10% travel
  • Hire and staff for open positions as needed

Basic Qualifications

  • BA/BS degree or equivalent work experience
  • 4+ years of experience in customer support
  • 3+years of managementexperience

Preferred Qualifications

  • Experience as a manager in a call center or operational environment (voice or non-voice)
  • Experience managing a large, culturally diverse team
  • Experience in project management, customer support or customer communication
  • Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
  • Excellent communication, teamwork, interpersonal and customer service skills
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
  • Ability to meet or exceed all published performance standards measured monthly and YTD
  • Ability to maintain job discretion and handle confidential information
  • Marketingexperience – Contributing or Management