Executive Response Team Case Manager 2 (Tues-Sat)
Omaha, NE, United States · Contract
Sponsorship not specified$66k-$106kDetected 2 days ago
Stakeholder ManagementProcess ImprovementCommunicationCollaboration
About the role
- 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.
Responsibilities
- 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-severity escalations, escalating cases involving legal and data privacy concerns.
- Proactively investigates and escalates potential compliance violations through analysis, providing Legal and Policy partners with actionable insights.
- Maintains fluency in evolving trust, safety, and social media compliance regulation best practices, contributing to team knowledge-sharing and process refinement.
- Contributes to the design and rollout of new playbooks, response strategies, and workflows that impact consistency and efficiency across their team and other teams.
- Leads small-scale projects and pilots (e.g., proactive casework, premium, flagship) to test and improve overall escalation handling and customer experience, providing analysis of customer impact and outcomes.
- Shares learnings from process improvements with team members and partners, informing adoption of best practices across teams.
- Collaborates closely with team leads, seniors, and cross-functional stakeholders to inform targeted policy or process changes globally.
- Share actionable insights with partners to inform preventative strategies and reduce issue recurrence.
- Independently monitors and manages member inquiries and escalations across social media platforms (e.g., X, Facebook, Instagram, LinkedIn, community forums, third-party sites, etc.), recognizing nuanced risks and emerging sentiment shifts earlier in the cycle.
Requirements
- Minimum 4 years 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
- Master's Degree in Business, Marketing, or related field.
- 2+ years of experience in social media crisis management and brand protection.
- Suggested Skills
- Conflict Resolution
- Crisis Management
- Root Cause Analysis
- LinkedIn is committed to fair and equitable compensation practices.
Skills
- Join us to transform the way the world works.
- They will be called upon to identify gaps within processes, member experience, and inefficiencies.
Compensation
- As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Company info
- Executes service recovery initiatives to strengthen relationships with members/customers who have experience significant disruptions.
Equal opportunity
- We seek candidates with a wide range of perspectives and backgrounds and we are 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 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.
Visa & Work Authorization
- in, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class
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This listing is sourced directly from LinkedIn's careers page and normalized into a canonical job model.