Executive Response Team Case Manager 2 (Tues-Sat)

LinkedIn•Omaha, NE

1d•Hybrid

About The Position

This role will be based in Omaha, NE. 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. The Executive Response Team Case Manager 2 will work as a central point of contact to own and respond to escalated member issues via phone and e-mail. They will ensure we are providing the absolute best member experience for our internal and external members/customers. This person will support all business groups within Global Support Organization and become a subject matter expert in these areas. They will be called upon to identify gaps within processes, member experience, and inefficiencies. This role will be working a 40-hour work week, Tuesday-Saturday from 8:00am-5:00pm CST. The role will also be on call as needed.

Requirements

Minimum 4 years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND minimum 1 year of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field.

Nice To Haves

5+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND 2+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Master's Degree in Business, Marketing, or related field.
2+ years of experience in social media crisis management and brand protection.
Conflict Resolution
Crisis Management
Prioritization
Root Cause Analysis
LinkedIn

Responsibilities

Serves as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case.
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.
Executes service recovery initiatives to strengthen relationships with members/customers who have experience significant disruptions.
Independently applies regulations, data privacy laws, and security standards to complex case resolutions, ensuring compliance and a positive member experience.
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.
Proactively identifies gaps, opportunities for improvement, and inefficiencies in existing playbooks and processes, recommending targeted improvements based on case insights.
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.
Independently analyzes escalation signals and trends, distinguishing between systemic and one-off issues with precision and insight.
Collaborates closely with team leads, seniors, and cross-functional stakeholders to inform targeted policy or process changes globally.
Anticipates emerging risk areas by connecting data from escalations and member interactions to broader concerns.
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.
Maneuvers complex or sensitive member/customer interactions, ensuring responses are empathetic, solutions-focused, and strategically preserve brand reputation in high-visibility contexts.
Proactively surfaces and contextualizes potential PR, brand reputation, or compliance risks, collaborating with Legal, PR, and Trust & Safety to inform appropriate response strategies.
Tracks and documents escalations to identify recurring issues, contributing actionable insights that inform improvements to proactive engagement strategies.
Independently manages stakeholder communication, ensuring that complex case resolutions are conveyed with clarity and empathy.
Collaborates with cross-functional teams to support alignment and timely resolution in sensitive or high-profile cases globally.
Proactively coordinates with engineering, technical, and product teams to troubleshoot and anticipate recurring defects, surfacing insights that reduce future impact.
Identifies and escalates emerging brand risks with an early analysis of potential scope and impact, assisting in proactive interventions.