Manager, Platform Operations Support Systems YouTube

As the Manager of Systems Administration and Full Stack Operations, you will lead and empower a team of Platform Technology Leads (PTLs). Your team will serve as the ultimate platform experts and the first line of defense for the stability, configuration, and integrity of YouTube's critical customer support technology ecosystem.

In this role, you will advocate a culture of psychological safety, collaboration, and technical excellence. You will lead the operational roadmap and configuration management for our core platform systems—including Salesforce ServiceCloud, Gemini Enterprise for Customer Experience, Google Applied AI systems, and our proprietary, in-house developed support systems.

A key focus of this role is applying systems thinking to optimize the entire technology stack and ecosystem. You will not only leverage Artificial Intelligence (AI) to reshape support systems but also manage the operational framework that allows these innovations to scale. You will partner with the Head of Product and Engineering leadership to craft a unified platform strategy, ensuring that our technical roadmap is synchronized with global operational needs and executive goals.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $183000 - $266000 (USD) + 20% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Partner with Director-level stakeholders to align business roadmaps with the technical capabilities of Salesforce, Gemini enterprise, and Contact Center platforms.
• Build and mature a globally scalable ITSM support structure for YouTube's CRM and Applied AI systems, managing vendor strategies, service-level agreements (SLAs), key performance indicators (KPIs), and automation.
• Drive systems thinking across the portfolio to ensure software products are built for real-world operational complexities, while guiding organizational change to unite product, operations, and engineering teams.
• Direct a team of platform experts to advocate for and operationalize AI/ML initiatives, transitioning them from proof-of-concept to reliable, production-grade systems.
• Own the release management life-cycle in partnership with engineering, establishing robust CI/CD pipelines, automated testing, sandbox security, and comprehensive stakeholder documentation and training.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience
• 7 years of leadership experience in Systems Engineering or Technical Operations.
• 2 years of people management experience.
• Experience working with AI/ML teams to deliver automated or agentic solutions in a customer support context.
• Experience in system design, and with one or more programming languages (e.g., Java, Python, JavaScript, or SQL).
• Experience with enterprise-grade CRM platforms and Google Cloud Platform (GCP) technologies.

Preferred qualifications:

• Experience designing and integrating internal enterprise systems and defining data architectures for large-scale data consumption.
• Experience to drive successful transformations and change management across large technology organizations of Product, operations and Engineering team members.
• Experience with Gemini Enterprise solutions or other mission-critical enterprise AI systems.
• Familiarity with Applied AI systems, Large Language Models (LLMs), or Agentic AI.
• Ability to influence executive directors and VP-level stakeholders across Engineering, Product, and Business Operations.
• Excellent communication and stakeholder management skills, with the ability to influence Director-level stakeholders and bridge business needs with engineering realities.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: New York, NY, USA; Mountain View, CA, USA; San Bruno, CA, USA.