Global Director GCO Learning Performance Solutions LinkedIn Dublin

Job Description: • 2-minute read •
LinkedIn is searching for a talented and passionate people developer to lead the Global Customer Operations (GCO) Learning & Performance Solutions (LAPs) team, with a base in Dublin, Ireland. This global mindset leader will bring to the organization strategic leadership experience with focus on collaborative, scalable, and industry leading learning, as well as support rep performance capabilities with the desire to create a culture of Learning within GCO.

We are looking for a candidate with a strong background leading a global learning organization with an emphasis in training, coaching, and quality management programs, implemented through a variety of adult learning techniques, training modalities, and industry best practices. We are looking for a leader to influence executive level organizational leaders to align towards and execute on common vision and goals across people, processes and systems. To lead this team of passionate people who have a desire to make a positive impact on the member and customer experience, we are looking for a candidate who has deep experience in global customer experience, support, or other service type organizations, is an individual who Dreams Big, while simultaneously executing flawlessly to get things done the right way, and exemplifies the LinkedIn culture and values.


This is a unique opportunity for a world-class leader with an impressive track record who has a strong desire to make a meaningful impact at an incredible company with a purpose and mission to help transform the world.


Core Responsibilities:

Establish strong working relationships with leaders across LinkedIn’s Global Customer Operations business units; specifically building strong relationships with Customer Support, Growth & Engagement, Product Operations, and Trust & Safety
Gain commitment of the GCO leadership team by developing and communicating a strategy, execution plan, core metrics to measure the business, and opportunities for continuous improvement
Work directly with all levels of the organization, quickly establish credibility as trusted partner and ability to effectively deliver on strategic goals at global scale
Think strategically and translate strategy into action and results with appropriate ROI or strategic impact. Help drive the business case for headcount investment and prioritization
Manage through ambiguity and change in a dynamic business environment as well as building collaborative relationships to achieve results
Manage all aspects of training and quality management lifecycle, to include supervision of ongoing training and quality programs, development of future programs, and consultation for key stakeholders, marketing and communications of programs, manage budgets and resources, reporting and maintenance of records, vendor and stakeholder management
Create and help define a set of metrics that clearly measure progress, demonstrate success, and highlight challenges to overcome across functional business units
Provide strategic consultation on the design, development and delivery of training/learning events and services
Research trends and innovations and remain current with all developments, new techniques and technologies in the field of adult learning, design, development
Up to 25% international travel may be required

Basic Qualifications:


Bachelor’s Degree or equivalent experience
10+ years leading a learning and development team consisting of individual contributors and/or managers
4+ years managing vendor partnerships and contracts

Preferred Qualifications:


Managing teams of instructional designers, facilitators and program managers is a big plus
Exceptional written and verbal communication skills using a variety of communication channels to different executive levels across a global organization
Project management experience driving multiple initiatives using various resources on time and under budget
Proficiency in using Microsoft (Outlook, PowerPoint and Excel)
Decision-making and problem-solving skills; proven research skills to gather data, best practices, and points of view to ensure sound judgment
Experience balancing strong demand and multiple priorities from various stakeholders
Experience in establishing and reporting on Key Performance Indicators demonstrating Learning, Development and Quality ROI
Experience in the area of adult learning and development, coaching, and or quality management in a contact center operations environment is a big plus
Expertise with adult learning theory and instructional design certification a plus
Experience managing virtual teams across multiple geographies
Direct experience in defining roadmaps and building business cases to champion the case for change when necessary
Experience in creating classroom facilitation and/or virtual programs. International experience, especially in the US, Europe and Asia
Organizational development, learning and/or change management consulting experience is a plus
Masters or advanced degree in Organizational Development, Organizational Behavior, or Psychology is a big plus

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