The Business Technology team is a part of YouTube Go To Market Solutions. We focus on the business of YouTube, ensuring the YouTube business organization can evolve at the speed of YouTube. We provide the tools and systems that deliver the information, capabilities, and insights necessary to help our partners — and YouTube — continue to grow.
In this role, you will serve as the high-level orchestrator for the YouTube Support Systems ecosystem. You will report directly to the head of Support Systems, acting as the critical bridge between Product, Operations, and Engineering to ensure the seamless delivery of mission-critical systems. A core focus of this role is applying systems thinking to optimize the entire value stream. 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 Operations 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.
The US base salary range for this full-time position is $234,000-$325,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Communicate directly with executive leadership and executive business partners to provide transparency into delivery health, risks, and the strategic value of technology investments.
- Align between technical teams and global operations by driving "systems thinking" across the portfolio; establish and own the governance frameworks for release management to ensure software meets real-world complexities through comprehensive documentation, training, and clear support paths.
- Identify and advocate the operationalization of AI/ML initiatives, moving from proof-of-concept to reliable, production-grade tools that improve support efficiency.
- Drive team change and growth, mature operating model to strengthen team members distinct contributions and unite product and engineering teams.
- Act as the leader and coach for the support systems ecosystem, facilitating PI (Program Increment) planning events and synchronizing the work of multiple product leads to ensure alignment with the multi-year technical roadmap.
Qualifications
Minimum qualifications:
- Bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.
- 10 years of leadership experience in Product Management, or Technical Solutions Delivery.
- Experience in either system design or reading code (e.g., Java, C++, Python, SQL).
- 3 years of experience leading product teams and managing cross-functional technical initiatives, leading a team of teams.
- Experience working directly with AI/ML teams to deliver automated or agentic solutions in a customer support context.
- Experience managing product roadmaps using prioritization frameworks, empathy maps, and design thinking.
Preferred qualifications:
- 15 years of experience across systems design, product management, and software engineering, including 4 years of high-impact people and program management.
- Experience in product systems thinking, analyzing how changes in CRM or support ecosystems influence the entire value stream and Agentic AI platforms.
- Ability to navigate and influence director and VP-level stakeholders across Engineering, Product, and Business Operations.
- Ability to lead organizational transformation, maturing operating models to unite cross-functional teams and drive large-scale technology growth.
- Proven track record designing enterprise systems and defining complex data architectures for large-scale consumption and mission-critical Google Cloud Contact Center solutions.