Sr. Program Manager, Service Quality

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

This role will be based in Omaha, NE or San Francisco, CA. 

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together. 

The GTM Enablement team is seeking a Senior Program Manager to drive the strategy and execution of our Service Quality program. This role operates as a single point of ownership across Global Support quality programs, including vendor and automation.  

The Senior Program Manager will set vision and strategy for the program and ensure execution at scale. They will build and operationalize the connective tissue across leaders, teams, and functions to unlock leverage, reduce friction, and drive measurable outcomes across the GTM ecosystem through Service Quality. They will partner closely to drive business results from Service Quality insights with the VP, Global Support, Director, GTM Enablement, Director, GTMVS and other senior leaders. 

This role requires a balance of strategic thinking and operational excellence. The Senior Program Manager, Service Quality, will identify gaps, design solutions, and implement scalable solutions that elevate enablement effectiveness across regions and teams. 

Responsibilities: 

Planning 

• Builds comprehensive, solid program plans, including project plans to support the overarching program, identifying dependencies and resources required.  
• Proactively identifies program and project risks and drives resolution with appropriate impact to the plan.  
• Provides strategic roadmaps for multi-horizon projects or programs. 

Execution 

• Develops program charter with clear success metrics and ensures project deliverables from overall program are achieved.  
• Facilitates decision-making, alignment, resource asks, and big-impact issue resolution and escalates to sponsor and key stakeholders where appropriate. 

Communication & Stakeholder Engagement 

• Builds strategic relationships to drive long-term success and interprets and filters information into actionable formats for program, project, or team consumption.  
• Ensures all project communications are concise, clear, and client-ready and can present an overview and status to executive levels of the organization.   
• Recommends structural changes impacting multiple teams. 

Process Excellence 

• Owns gathering and documenting processes for complex project and/or program requirements and coaches and mentors project managers.  
• Identifies, applies, and shares best practices; masters and advocates approaches and structures for program management. 

Qualifications

Basic Qualifications: 

• 7+ years of experience in sales enablement, sales operations, learning & development, change management, performance consulting, program management, project management or related field 

OR 

• Bachelor’s degree AND 4+ years of experience in sales enablement, sales operations, learning & development, change management, performance consulting, program management, project management or related field 

Preferred Qualifications: 

• 7+ years of experience in program management, business operations, strategy & operations, management consulting, or equivalent roles  
• 5+ years of experience in B2B technology, SaaS, or platform-based companies, with exposure to go-to-market or commercial organizations 
• 7+ years of experience designing or scaling systems that directly support end users (recruiters, candidates, hiring managers) 
• Project Management Professional (PMP) Certification 

Suggested Skills: 

• Communication 
• Cross-Team Collaboration 
• Multi-Initiative Program Management 
• Project Management 
• Stakeholder Management 

LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $116,000 - $189,000. 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 

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.

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• 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.

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