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ExecutiveResponseTeamCaseManager2
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“Executive Response Team Case Manager 2 at LinkedIn. Skills: Executive escalations, Trust & safety, Social media support, Customer experience. Own and respond to escalated member issues. Provide best member experience”
Industry & Context.
Root cause analysis; Trend identification; Problem solving
On call as needed, Monday-Friday 8am-5pm CST
What They're Looking For.
Must Have
4 years trust & safety experience, 4 years executive escalations experience, 4 years social media support experience, 4 years corporate communications experience, 4 years customer experience operations experience, 1 year trust & safety experience, 1 year executive escalations experience, 1 year social media support experience, 1 year corporate communications experience, 1 year customer experience operations experience, Bachelor's Degree in Business, Bachelor's Degree in Marketing
What You'll Do.
Own and respond to escalated member issues
Provide best member experience
Support all business groups
Become a subject matter expert
Identify gaps within processes
Identify gaps within member experience
Identify gaps within inefficiencies
Assess urgency and severity
Identify nuances or trends
Engage with senior partners
Manage end-to-end resolution
Escalate legal concerns
Escalate data privacy concerns
Execute service recovery initiatives
Apply data privacy laws
Apply security standards
Investigate compliance violations
Escalate compliance violations
Provide actionable insights
Maintain fluency in regulations
Contribute to team knowledge-sharing
Identify opportunities for improvement
Recommend targeted improvements
Contribute to design of new playbooks
Contribute to rollout of new playbooks
Contribute to design of response strategies
Contribute to rollout of response strategies
Contribute to design of workflows
Contribute to rollout of workflows
Lead small-scale projects
Test escalation handling
Improve escalation handling
Test customer experience
Improve customer experience
Provide analysis of customer impact
Provide analysis of outcomes
Share learnings from process improvements
Inform adoption of best practices
Analyze escalation signals
Analyze escalation trends
Distinguish systemic issues
Distinguish one-off issues
Collaborate with team leads
Collaborate with seniors
Collaborate with cross-functional stakeholders
Inform policy changes
Inform process changes
Anticipate emerging risk areas
Connect data from escalations
Connect data from member interactions
Share actionable insights with partners
Inform preventative strategies
Reduce issue recurrence
Monitor member inquiries
Manage member escalations
Recognize nuanced risks
Recognize emerging sentiment shifts
Maneuver complex interactions
Maneuver sensitive interactions
Ensure responses are empathetic
Ensure responses are solutions-focused
Preserve brand reputation
Surface potential PR risks
Contextualize potential PR risks
Surface potential brand reputation risks
Contextualize potential brand reputation risks
Surface potential compliance risks
Contextualize potential compliance risks
Collaborate with Trust & Safety
Inform appropriate response strategies
Identify recurring issues
Inform improvements to engagement strategies
Manage stakeholder communication
Convey complex case resolutions
Collaborate with cross-functional teams
Support timely resolution
Coordinate with engineering teams
Coordinate with technical teams
Coordinate with product teams
Troubleshoot recurring defects
Anticipate recurring defects
Identify emerging brand risks
Analyze potential scope
Analyze potential impact
Assist in proactive interventions
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Cross-functional teams; Engineering teams; Technical teams; Product teams
Communication Scope
Stakeholder communication; Case resolution communication
Process & Methodology
Process optimization, Continuous improvement, Project management
Full Job 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. 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 * Serves as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case. * Triages 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. * Manages end-to-end resolution for moderate-
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