Lead Trust Review Operations Analyst

Lead Trust Review Operations Analyst

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 Omaha, NE.

In this role, you will be responsible for exhibiting and maintaining expertise in identifying and understanding abuse perpetrated by inauthentic entities on LinkedIn. You will be responsible for expert level account labeling, contributing to the excellence of operations, and managing special projects/initiatives to drive the business forward. You will work closely with cross functional partners to innovate and define processes and policies that will help mitigate account abuse, scams and terms of Service violations and a variety of other issues dealing with the integrity of the site.

Responsibilities:

• Weekend shift lead supporting hot button topics (HBT) rapid response, escalation triage and escalation protocol (includes mandatory schedule for working Saturday & Sunday)
• Provides guidance and feedback to junior escalation/HBT reviewers to help facilitate growth of skills and knowledge
• Collaborate and communicate effectively with executive leadership, employees and internal stakeholders such as policy, product, engineering, legal, and customer support to optimize processes, workflows, tools and systems
• Maintain and grow expertise in escalation review, trends and rapid response through proactive learning, education and trend sharing with leadership and cross functional partners
• Identify and drive key operational improvements for escalations & hot button topics to maintain and improve quality within a rapid response environment
• Working within escalations and site enforcement review queues at least 50% of time.
• Conduct investigations into metric variations and trends, including conducting complex root cause analysis on issues that result in recommendations that influence escalation prevention aligning with strategy at the company level
• Contribute to development of new processes or procedures for required analytics. Applies processes to gather, organize and review operational data/metrics
• Collaborate with team members and cross functional partners to identify, anticipate and address emerging escalations and hot button topic trends
• Calibrates with leadership & cross functional partners showing an expert level ability to justify findings and discuss mitigation strategies for complex issues
• Takes full ownership of assigned projects, identifying requirements, developing solutions, and delivering results with minimal supervision on time

Basic Qualifications:

• BA/BS Degree or equivalent practical experience
• 2+ years of experience in one or more of the following areas: escalation & rapid response, escalation prevention, root cause analysis, or similar.
• 1+ years of experience in content moderation or account labeling for enforcement and measurement purposes

Preferred Qualifications:

• Master's Degree in a related technical discipline
• Exceptional written and verbal communication skills using a variety of communication channels
• 4+ years of experience in one or more of the following areas: escalation & rapid response, escalation prevention, root cause analysis or similar.
• 2+ years experience in content moderation & account labeling for enforcement or measurement
• Passion for understanding and identifying escalation trends and patterns for ongoing prevention
• Knowledge of escalation-based protocols and working in a high stakes environment
• Experience with structuring and running SQL and Hadoop queries
• Experience within executive level communications, escalation management and triage
• Excellent interpersonal skills, strong written and spoken communications skills. Ability to work flexibly and to exercise good judgment in a high-pressure environment.
• A well-developed sense of urgency and follow-through to ensure tasks are completed on time and with quality
• Demonstrated capacity for critical thinking and analysis. Strong attention to detail.
• Superior time management skills and ability to meet deadlines with minimum supervision.
• Self-starter with the ability to work independently and on multiple initiatives at the same time.
• Proven ability to self-manage career performance and professional growth.

Suggested Skills:

• Escalations management
• Project Management
• Trust and Safety
• Data Analysis

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $95,000 to 158,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.