Senior Associate, Support Operations Planning

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

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.

This role will be based in Bengaluru, Karnataka.

Support Strategy, Planning & Operations (SPO) team moves fast to set direction for LinkedIn’s Member & Customer Support, solve toughest cross-functional problems, and deliver world-class customer experience. We are looking for a Senior Associate of Planning, who will support annual budget planning, forecasting & workforce management, providing insights and recommendations to drive LinkedIn Global Support Operation’s financial performance and strategic decisions.

This role will require applying structured thinking to critical business questions, running deep analyses, generating insights, and developing meaningful recommendations to identify operational efficiencies and enable scale in our support operations. The ideal candidate will have strong communications skills, and be comfortable interacting with key cross-functional partners, including from Member & Customer Support, Product Operations, Business Operations, Finance and other Ops teams.

We're seeking a self-starter and independent thinker, who can thrive in a challenging & fast-paced environment.

Responsibilities:

• Drive efforts in forecasting support staffing requirements based on business trends, seasonal demand, historical data, and key performance indicators (KPIs).
• Support short-term strategic planning efforts across various channels (email, phone, chat, etc.) to forecast contact volume, agent handle time and other relevant metrics.
• Analyze large datasets to generate insights into workforce trends, staffing gaps, and operational performance to provide recommendations to enable decision making. Use performance data and analysis to identify areas for improvement.
• Identify and drive opportunities for automation, and streamline planning processes & workflows where possible.
• Develop analytical frameworks to support LinkedIn’s growth via new product launches, pilots or support offerings.
• Provide regular reports and presentations to leadership on key operational metrics, workforce plans & changes and strategic recommendations.
• Document standard procedures, ensuring clarity and consistency in operations.
• Build strong and trusting relationships with key business partners & stakeholders.
• Work collaboratively and cross-functionally to ensure alignment on business objectives.
  
  
  

Qualifications

Basic Qualifications:

• Bachelor's degree in Economics, Business, Operations, Data Science or other quantitative fields
• 3+ years of work experience in strategic planning, workforce management, consulting, business operations, or a related field
• Experience with Excel and data analysis / data modeling
  
  
  

Preferred Requirements:

• MBA or Masters in related field
• Experience developing, analyzing, and communicating complex analytical information clearly and effectively to senior management
• Experience in SQL and data visualization (Tableau, Power BI)
• Familiarity with AI-driven predictive analytics, planning or workforce mangement tools
• Familiarity with customer support key performance metrics, planning models, forecasting techniques, and process optimization methodologies
  
  
  

Suggested Skills

• Up to date with industry trends and changes in WFM
• Clear ability to communicate outcomes and flag risks
  
  
  

Additional Information

India Disability Policy

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.