Sr. Lead Trust & Consumer Consultant
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 is based in Omaha. The Trust and Consumer Support function ensures that LinkedIn remains professional by providing support for Trust Experience, Abuse Reporting, Access Recovery, and Product Integrity workflows; providing continuous improvement feedback signals with product, engineering, sales and legal teams that elevate Trust and maintain safe product experiences. We are seeking a Senior Lead - Trust & Consumer Support to oversee strategic growth and Product Integrity initiatives that protect members, strengthen customer experiences, and drive top-line impact. This role blends strategic program leadership, product integrity oversight, cross-functional alignment, and data-driven decision-making. You will guide large-scale initiatives, develop frameworks that reduce misuse of LinkedIn's products, and influence partners across Product, Sales, Engineering, Legal, and Operations. Success in this position requires independence, strong problem-solving capabilities, and the ability to lead through complexity-both as a team leader and an individual contributor.
Requirements
- 3+ years of Team Lead or Management Experience
- 8+ years of experience in Strategic Customer Support or Trust Compliance Operations or Business Process Outsourcing or Product Compliance experience or related field.
- Valid Passport and authorization to travel nationally and internationally.
Nice To Haves
- Bachelor's degree in related field.
- Postgraduate qualification in management or related field.
- Project Management certification.
- Lean Six Sigma experience.
- Proven track record leading complex strategic and operational projects in fast-paced environments.
- Excellent communication and interpersonal skills; ability to gather diverse perspectives.
- Demonstrated ability to manage multiple priorities across time zones.
- Experience in Trust Review Operations, Trust Support, Enterprise Support or Sales Enablement.
- Experience leading in a queue-based operational environment.
- Experience delivering customer journey maps or service blueprints.
- Advanced knowledge of data analysis and performance metrics.
- Proven success driving results in matrixed organizations.
- Strong stakeholder management and influencing skills.
Responsibilities
- Oversee and execute strategic initiatives that drive cross-functional growth and top-line business impact.
- Lead business-critical programs aligned with Trust & Consumer Support's long-term strategy.
- Balance competing priorities across diverse functional areas while maintaining focus on strategic outcomes.
- Maintain availability to travel nationally and internationally quarterly.
- Build and scale the TCS Product Integrity strategy to reduce paid product misuse and improve customer trust.
- Identify investigation, validation, and communication methods that support compliance and revenue goals.
- Establish, monitor, and optimize success metrics for emerging Product Integrity workstreams.
- Partner closely with Senior Sales, Legal, Product, Engineering, Data Science, Insights, and Operations teams.
- Identify friction points in member and customer support experiences using data, escalations, and insights.
- Influence and drive improvements cross-functionally and cross-regionally by establishing feedback loops and advocating for change.
- Lead or support project activities including requirements gathering, alignment, decision-making, change management, and communications.
- Oversee program growth needs, ensuring long-term scalability and operational efficiency.
- Learn and adopt new processes, tools, and systems with advanced proficiency.
- Design and deliver upskilling programs for Support and Sales teams.
- Work with stakeholders at all levels-frontline to Executive-to align on strategy and priorities.
- Delegate effectively and leverage peers, partners, and consultants to accelerate impact.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Administrative and Support Services
Number of Employees
5,001-10,000 employees
