Associate Technical Services Manager

$85,000 - $140,000/Yr

LinkedIn - Omaha, NE

Full-time - Mid Level

Remote - Omaha, NE

About the position

The Associate Technical Services Manager at LinkedIn is responsible for monitoring product health and quality, addressing complex technical issues, and collaborating with Engineering and Product Management to enhance the member and customer experience. This role involves analyzing data from various sources to prioritize and resolve product-related issues, driving strategic initiatives for product quality improvement, and ensuring readiness for product launches and sunsets.

Responsibilities

• Owns a product or major product features; influencing business decisions with limited manager oversight
• Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
• Review, investigate, and resolve complex technical member cases within the target SLAs
• Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
• Report on escalation trends, top issues, and improvement opportunities
• Organize and/or participate in team discussions, inviting diverse ideas and engaging in healthy conflict when needed
• Work independently to find facts and effectively communicate ideas that enhance products/services
• Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
• Attend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiatives
• Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
• Drive overall support readiness for new products and features

Requirements

• BA/BS degree in Computer Science, Computer Engineering or equivalent experience
• 3+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or a related field

Nice-to-haves

• Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies
• Familiarity with Unix and cURL
• Ability to interact with diverse groups of technical and non-technical people
• Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
• Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data
• Strong results-orientation and direct experience in utilizing data to identify critical trends
• Knowledge of Hive and Pig
• Working knowledge of other business analytics tools (e.g., Tableau and Business Objects) a plus
• Familiarity with issue management systems such as JIRA and Bugzilla
• Familiarity with CRM systems such as Salesforce and Zendesk

Benefits

• Annual performance bonus
• Stock options
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid time off
• Flexible work hours
• Professional development opportunities