Senior Associate, Support Operations Planning
LinkedIn
Full-time
On-site
Bengaluru Karnataka India
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.
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
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.
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.
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.
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
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.
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.