Senior Specialist, HR Operations

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.

This role will be based in Mountain View. 

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 Senior Specialist, HR Operations – Partner Services is passionate about delivering end-to-end customer-focused solutions and drives the HR Operations team to deliver superior services to our end-users: Employees, Alumni, Partners and Stakeholders.    

Working closely with other members of our Global Talent Organization, the Senior Specialist will exhibit a broad scope of knowledge and contribute proactively to the planning and delivery of day-to-day HR service delivery activities.    

The Senior Specialist ensures that Partner Services is consistently on track for delivering a high-level customer experience, driving the team to execute with efficiency and ensuring adherence to LinkedIn process, culture, and values.   

Responsibilities:    

Deliver  

• Establishes and cultivates operationally excellent service delivery standards, driving incremental improvement in our performance outcomes  
• Identifies customer issues and needs by maintaining an excellent relationship with end-users and stakeholders, collaborating across teams and peers to deliver services that achieve satisfaction within SLAs 
• Provides expert support and acts as an escalation POC on the team, effectively resolving the most complex issues and escalations (including executive level) VIPs   
• Ensures our cases & team workload are appropriately distributed and team delivery targets are met 
• Tracks metrics around service delivery outcomes, trends, and team outputs   
• Demonstrates expert level communication by anticipating follow-up questions/concerns and addressing proactively in all interactions across the team, and cross functionally 
• Complete data integrity audits to prevent negative impact to our HR systems or tools  
• Manage client expectations by communicating process status and issues  
• Act as HR tools expert to ensure data and information is complete and accurate 
• Comply with federal, state and local legal requirements 

Develop  

• Partners with the Manager to hire exceptional talent, manages  or oversees a team of Associates, HR Operations  
• Drives accountability by selecting measurable goals and consistently monitoring outcomes, providing direct and timely feedback to direct reports  
• Anticipates required team capacity and works with leadership to secure resources required to handle all in-scope work  
• Performs ad hoc management tasks as needed i.e. data gathering, coordination, allocation, scheduling, team morale initiatives, covering absences, etc.  
• Supports KCS methodology consistently and drive initiatives as guided by the Knowledge Team 
• Proactively assess data, identify trends, recommend solutions and implement where applicable  
• Lead in the implementing and administration of a variety of HR programs, policies, processes and services 

Scale  

• Ensures all training, customer-facing knowledge articles (KAs) and Standard Operating Procedures (SOPs) are in place and kept updated 
• Utilizes a data-driven approach to enhance the employee experience, optimize processes and make informed decisions or recommendations to leadership 
• Champions changes to process, policy and tools which result from technology enhancements, continuous improvement efforts, strategic programs or relevant legislation 
• Help drive and mature the HR Operations employee self-service strategy by ensuring all knowledge articles are thorough, up to date and effective  
• Train team on all aspects of the job and best practices, and ensure the team is prepared to support each service with quality outcomes   
• Have a broad knowledge base of all our HR processes, systems & policies and support any change management 

Partner  

• Act as a point of contact for cross functional partners to understand and support the team by communicating our best practices, processes & tools knowledge, bug identification, workarounds, and issue resolution 
• Partners with Process Excellence Team to help Identify process gaps and create business cases for improvements  
• Represents their team on regional/global/cross-functional projects as needed  
• Applies broad technical knowledge to ensure testing methodology maps well to the business and ensures that the HR Operations requirements are represented while always regarding the employee experience as top priority    

Basic Qualifications:   

• 3+ years of HR experience  
• Experience acting in a lead or subject matter expert capacity on an HR services team   
• Experience working in a shared services environment   
• Experience in an organization which supports thousands of employees  

Preferred Qualifications:   

• Experience driving outcomes among cross functional teams without having a direct reporting relationship  
• Experience supporting Offboard services in a shared services environment  
• Experience with HR Management Systems incl. Workday and ServiceNow (or similar case management tool) 
• Demonstrates confidence in handling ambiguity and fluid situations measured by an abundance of common sense and pragmatism   
• Detail and goal-oriented with the flexibility to deal with multiple and changing priorities while keeping focused on customer service and quality   
• Excellent problem solving and organizational skills with the ability to work effectively under pressure in a fast-paced environment   
• Demonstrates a solution driven mindset by using creative and diverse ways to approach a problem or answer a question   
• A demonstrated ability to effectively work with all levels and functions of the organization   
• Foundational knowledge in general employment and compliance legislation and the ability to translate this into practical advice for our customers and partners   
• Experience successfully interacting with cross-functional teams and multi-region teams   
• Strong analysis/quantitative skills and the ability to translate analysis into actionable tasks   
• Excellent written and verbal communication skills with a strong customer service orientation   
• Experience with knowledge management principles and systems   
• Relentlessly devoted to the ‘employee experience’ in all things   
• 3+ years people management experience, successfully managing and mentoring people and teams 

Suggested Skills 

• Communication 
• Stakeholder Management 
• Prioritization 

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $86,000 to $140,000. 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. 

Equal Opportunity Statement 

We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

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