Senior Program Manager, Quality – GTM Vendor Solutions

Job description

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. We are seeking a strategic and highly collaborative Senior Program Manager, Quality to lead Quality orchestration across the GTM Vendor Solutions (GTMVS) ecosystem. This role will be responsible for driving a consistent, scalable, and data-driven quality framework across our global vendor programs supporting both Sales and Support motions. The Senior Program Manager will serve as the central point of orchestration between GTMVS, business stakeholders, program managers, and our external Quality partner which provides Third-Party Quality Assurance (3PQA) across our vendor programs. This role goes beyond quality reporting. The successful candidate will translate business priorities into quality strategies, identify systemic risks and opportunities, drive accountability across stakeholders and vendors, and use data and insights to influence operational decisions and improve customer and business outcomes. The ideal candidate is a strategic thinker who understands how Sales and Support organizations operate, is highly analytical, communicates with executive presence, and can navigate complex stakeholder environments. They will be equally comfortable defining a quality strategy, challenging assumptions with data, diving into operational details, and holding internal and external partners accountable for outcomes. 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. Responsibilities: 1. Quality Strategy & Orchestration • Own and evolve the GTMVS quality operating model across global vendor programs supporting Sales and Support. • Translate business priorities, customer expectations, and operational goals into clear quality strategies, frameworks, and measurement mechanisms. • Establish consistent quality standards, methodologies, governance, and ways of working across vendor programs while allowing for appropriate program-level flexibility. • Partner with GTMVS leadership and business stakeholders to define quality priorities, identify emerging risks, and establish measurable improvement goals. • Serve as the strategic quality advisor to Program Managers, Vendor Managers, and operational leaders. • Continuously assess the effectiveness of the quality model and identify opportunities to simplify, scale, automate, and innovate. 2. 3PQA Vendor Management & Accountability • Own the strategic partnership and operating model with our 3PQA Vendor provider across GTMVS programs. • Establish clear expectations, performance standards, SLAs, governance mechanisms, and accountability frameworks for the quality partner. • Orchestrate quality execution across programs, ensuring consistent sampling, evaluations, calibration, reporting, and feedback mechanisms. • Hold the vendor accountable for quality outcomes, delivery against commitments, and continuous improvement. • Identify gaps in vendor performance and lead structured remediation plans, ensuring actions have clear owners, timelines, and measurable outcomes. • Build a strong partnership with Vendors while maintaining the appropriate level of rigor, challenge, and accountability. 3. Quality Analytics, Insights & Business Impact • Develop and maintain a comprehensive view of quality performance across vendor programs, identifying trends, risks, root causes, and opportunities. • Analyze quality data alongside operational metrics to identify the drivers of performance and understand the impact on customer experience, productivity, revenue, and business outcomes. • Move beyond reporting metrics to provide actionable insights and recommendations to leadership. • Establish mechanisms to identify systemic issues and recurring failure patterns across programs and vendors. • Partner with Analytics, Operations, Training, WFM, and other GTMVS functions to connect quality insights to broader operational performance. • Develop executive-level reporting and business reviews that clearly articulate performance, risks, opportunities, and required decisions. 4. Stakeholder Management & Cross-Functional Influence • Act as the central quality partner across GTMVS, connecting Vendor Management, Program Management, Operations, Training, Analytics, and business stakeholders. • Build strong relationships with Sales and Support leaders and understand the distinct operating models, customer journeys, and quality requirements of each motion. • Influence senior stakeholders and vendor leadership without direct authority to drive alignment and action. • Facilitate quality governance forums, business reviews, calibrations, and performance discussions. • Create clear communication mechanisms that ensure quality insights and expectations are understood and acted upon across internal and external teams. • Confidently challenge stakeholders when performance, process, or quality outcomes do not meet expectations. 5. Continuous Improvement & Innovation • Identify opportunities to improve quality processes, methodologies, tooling, and operating mechanisms. • Drive initiatives that improve the scalability, efficiency, and effectiveness of the 3PQA model. • Explore and implement innovative approaches, including automation, AI-enabled quality