Lead Trust Review Operations Analyst

LinkedIn•Omaha, NE

2d•Hybrid

About The Position

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. Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works. We are looking for a Lead Trust Review Operations Analyst to be a critical part of keeping LinkedIn a professional and safe place. 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.

Requirements

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

Nice To Haves

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.

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