Senior Associate

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.    

Support Strategy, Planning & Operations (SPO) team moves fast to set direction for LinkedIn’s Member & Customer Support, solve the 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 Global Support, Product Operations, Strategic Finance, Vendor Solutions and other Ops teams.  

Responsibilities:    

• Drive efforts in forecasting support staffing requirements based on business trends, seasonal demand, historical data, and key performance indicators (KPIs).  
• Support 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.  
• Identify and drive opportunities for automation and streamline planning processes & workflows where possible. 
• 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 of business objectives. 

Qualifications

Basic Qualifications:    

• Bachelor's degree in Economics, Business, Operations, Data Science or other quantitative fields 
• 4+ years of experience in management consulting, sales operations or data analytics   
• Experience in Excel and data analysis / data modeling 

Preferred Qualifications:    

• MBA degree in business or related field    
• Experience in SQL and data visualization (Tableau, Power BI) 
• Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)    
• Excellent communication, project and time management, writing and presentation skills with the ability to confidently interact with senior management    
• Ability to see beyond the numbers to drive sound decision making    
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision    
• Ability to work in a fast-paced, startup environment    

Suggested Skills:    

• Excel, PowerPoint, SQL    
• Communication & Stakeholder Management    
• Problem Solving Ability