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.

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

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.

We are looking for a Director of Escalations to join our Trust Review Operations team in keeping LinkedIn safe, trusted, and professional. In this role, you will be responsible for leading global teams that drive our escalations response and feedback loop for the Trust ecosystem. This operations-focused organization owns the optimization of 24/7 resolutions to complex policy enforcement issues and the associated post mortems & prioritization of related system improvements. The ideal candidate is a proven Trust and Safety leader with exceptional experience in operations, policy enforcement, and incident response.

You are able to handle highly sensitive, confidential, and non-routine information supporting a rapidly changing organization. Using your strong communication skills, you'll effectively collaborate with a variety of people and job functions, juggling and accomplishing urgent tasks of moderate to high complexity and are able to work productively in a fast-paced, team-oriented environment. You're also able to construct, manage, gauge expectations, and be accountable for long-term strategy that anticipates the needs of your organization and stakeholders.

Responsibilities

-Develop global staffing strategy through effective hiring, coaching, and development.

-Manage a global team of Operations Managers and Analysts to triage, investigate, resolve, and prioritize key learnings from Trust and Safety related escalations.

-Provide guidance to managers regarding the structure of and reasoning behind the strategy for conducting extensive investigations spanning across content and account related issues like spam and policy violations.

-Establish cross-functional efforts to identify and prioritize root causes in order to streamline escalation processes, optimize response times, and maintain operational excellence.

-Drives a culture of continuous improvement, enabling innovation in escalation management practices and methodologies.

-Collaborate with Product, Engineering, Legal, Policy, Comms, Security, and Customer Service teams to develop and ideate automated tools and systems for efficient escalation handling, owning end-to-end operations for deliverables.

-Establish metrics and KPIs to evaluate the effectiveness of escalation management strategies and initiatives, ensuring the continuous improvement of measurement frameworks.

-Own objectives and key results related to resolving intricate and high-impact cases and translating results into strategic initiatives.

-Ensure that forums exist for collaboration with cross-functional stakeholders to ensure that stakeholder feedback is effectively integrated into policy updates and feature enhancements.

-Oversee strategy in identifying and tracking critical-level trends and patterns, and ensure that there is alignment between projects and larger strategic goals.

-Evaluate emerging trends and industry best practices to inform the evolution of the escalation management function.

-Cultivate a network of influential relationships with stakeholders and executives across diverse functional areas, driving alignment and synergy across the organization.

Basic Qualifications

-Bachelor's degree in social science, technology, communications, risk management, public policy, or similar field

-6+ years of experience with content moderation, fraud operations, safety operations, risk management, operations or legal support OR 8+ years of experience with content moderation, fraud operations, safety operations, risk management, operations or legal support

-4+ years of executive management experience

Preferred Qualifications

-Experience managing/supporting relationships related to abuse prevention solutions.

-Demonstrated ability to analyze data and processes, derive insights, report insights in clear format, and present insights in compelling fashion to executive level leadership

-A broad enterprise-wide view of the business and varying degrees of appreciation of strategy, processes and capabilities, enabling technologies and governance

-Experience in Six Sigma, Lean principles, or Operational Maturity methodologies and common issue management and CRM systems such as Jira and Oracle Service Cloud

-MBA or Master’s degree in related fields is a plus

-Executive leadership

-Strategic thought leadership, and Trust and Safety industry expertise.

-Strong English written and verbal communication skills; exceptional customer communication skills with the ability to resolve customer conflicts using various modes of communication

-Well versed in LinkedIn’s policies, help center, and product features

Suggested Skills:

Executive leadership

Strategic thought leadership

Trust and Safety

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $163,000 to $268,000. 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.

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 an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://microsoft.sharepoint.com/:b:/t/LinkedInGCI/EeE8sk7CTIdFmEp9ONzFOTEBM62TPrWLMHs4J1C_QxVTbg?e=5hfhpE. Please reference https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

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.

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

This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice