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ExecutiveResponseTeamCaseManager2(TuesSat)
“Executive Response Team Case Manager 2 (Tues-Sat) at LinkedIn. Skills: Case Management, Escalation Handling, Member Experience. Own and respond to escalated member issues. Provide best member experience”
What You'll Achieve.
Ensure we are providing the absolute best member experience; Inform outcomes and resolutions; Strengthen relationships with members/customers; Ensuring compliance and a positive member experience; Providing Legal and Policy partners with actionable insights; Recommending targeted improvements based on case insights; Impact consistency and efficiency across their team and other teams; Test and improve overall escalation handling and customer experience; Providing analysis of customer impact and outcomes; Informing adoption of best practices across teams; Inform targeted policy or process changes globally; Inform preventative strategies and reduce issue recurrence; Contributing actionable insights that inform improvements to proactive engagement strategies; Ensuring that complex case resolutions are conveyed with clarity and empathy; Support alignment and timely resolution in sensitive or high-profile cases globally; Surfacing insights that reduce future impact; Assisting in proactive interventions
Industry & Context.
Assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case.; Independently applies regulations, data privacy laws, and security standards to complex case resolutions, ensuring compliance and a positive member experience.; Proactively investigates and escalates potential compliance violations through analysis, providing Legal and Policy partners with actionable insights.; Proactively identifies gaps, opportunities for improvement, and inefficiencies in existing playbooks and processes, recommending targeted improvements based on case insights.; Independently analyzes escalation signals and trends, distinguishing between systemic and one-off issues with precision and insight.; Anticipates emerging risk areas by connecting data from escalations and member interactions to broader concerns.
On call as needed, Tuesday-Saturday from 8:00am-5:00pm CST
What They're Looking For.
Must Have
Minimum 4 years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND minimum 1 year of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field.
Nice to Have
5+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND 2+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Master's Degree in Business, Marketing, or related field., 2+ years of experience in social media crisis management and brand protection.
What You'll Do.
Own and respond to escalated member issues
Provide best member experience
Support business groups
Identify gaps within processes
Assess urgency and severity
Route and engage with senior partners
Manage end-to-end resolution
Execute service recovery initiatives
Apply regulations and data privacy laws
Investigate and escalate compliance violations
Maintain fluency in trust
Identify process improvement opportunities
Contribute to new playbooks and workflows
Lead small-scale projects and pilots
Analyze escalation signals and trends
Anticipate emerging risk areas
Monitor and manage inquiries across social media
Maneuver complex member interactions
Surface and contextualize PR risks
Track and document escalations
Manage stakeholder communication
Collaborate with cross-functional teams
Coordinate with engineering and product teams
Identify and escalate brand risks
How You'll Work.
Team & Collaboration
Engaging with multiple senior partners; Collaborating closely with team leads, seniors, and cross-functional stakeholders; Collaborating with Legal, PR, and Trust & Safety; Collaborating with cross-functional teams; Coordinating with engineering, technical, and product teams
Communication Scope
Manage stakeholder communication, ensuring that complex case resolutions are conveyed with clarity and empathy.
Process & Methodology
Lead small-scale projects and pilots
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