Platform Operations Manager - Digital Commerce & Marketing Technology

Job description

**Overview** The Consumer eCommerce (CeC) organization is seeking a technically proficient, hands-on **Platform Operations Manager** to administer, operate, govern, and continuously improve a growing ecosystem of enterprise SaaS platforms supporting digital commerce, content management, marketing, customer engagement, analytics, and related internal business operations. This role will serve as the primary business-side technical administrator and operational owner for assigned SaaS platforms, ensuring employees, vendors, and external partners have secure, compliant, reliable, and efficient access to the technologies required to deliver business outcomes. The ideal candidate combines practical, hands-on SaaS administration experience with expertise in identity and access management, platform configuration, security and privacy controls, operational excellence, vendor management, and cross-functional leadership. As the organization modernizes its technology ecosystem, this individual will establish and execute standardized operating models, governance frameworks, administration practices, and lifecycle management processes that ensure enterprise SaaS platforms remain secure, scalable, compliant, reliable, and easy for internal customers to use. The role requires someone comfortable working directly within platform administration consoles, configuring access and permissions, troubleshooting technical issues, supporting integrations, and implementing operational controls, while collaborating with Engineering, Security, Privacy, Product, Legal, Procurement, Finance, and external technology providers. **Responsibilities** ### Platform Administration & Day-to-Day Operations - Serve as the primary business-side technical administrator for assigned enterprise SaaS platforms, directly managing day-to-day platform administration, configuration, user access, and operational maintenance. - Configure and maintain platform settings, administrative roles, user permissions, security configurations, and supported integrations within established change-control boundaries. - Monitor platform availability, operational health, service performance, utilization, adoption, and vendor-reported incidents. - Troubleshoot platform configuration, authentication, authorization, provisioning, integration, and operational issues, resolving problems within administrative scope and escalating complex technical issues when necessary. - Execute approved platform configuration changes, releases, upgrades, and maintenance activities, including testing, impact validation, and post-change verification. - Maintain accurate platform inventories, configuration documentation, administrative procedures, operational runbooks, and knowledge resources. - Establish and maintain support models, incident response procedures, service-level expectations, escalation paths, and clear operational ownership. - Ensure consistent and reliable platform operations while identifying opportunities to reduce manual activities, increase automation, and improve service quality. ### Identity, Access & RBAC Administration - Define, configure, and maintain role-based access control (RBAC) models across supported SaaS platforms, including role hierarchies, permission boundaries, approval workflows, and separation-of-duties controls. - Directly administer user accounts, groups, permissions, roles, and access entitlements across assigned platforms. - **Administer and govern employee, vendor, and external partner access** to supported SaaS platforms, including appropriate authorization, time-bound access, periodic reviews, and timely deprovisioning. - Establish and execute standardized user provisioning, deprovisioning, access modifications, approval processes, and access lifecycle management. - Partner with identity engineering teams to configure, implement, and maintain SSO, Microsoft Entra ID integrations, SCIM provisioning, group-based access controls, and automated provisioning capabilities. - Investigate and resolve authentication, authorization, provisioning, and access-related issues. - Lead quarterly user access certification reviews, identifying and remediating excessive privileges, inactive accounts, stale entitlements, and unauthorized permissions. - Maintain audit-ready documentation of access approvals, administrative changes, certification activities, and remediation actions. - Apply least-privilege principles and balance secure access controls with efficient internal user experiences. ### Platform Governance & Cross-Functional Leadership - Define, implement, and maintain a consistent operational governance framework across business-managed SaaS platforms within the digital commerce ecosystem. - Establish platform operating standards, policies, controls, decision rights, accountability models, and administrative practices across multiple vendors and technologies. - **Develop and maintain platform-specific operating policies, administrative standards, and control procedures** aligned with enterprise technology, security, privacy, and compliance requirements. - Lead cross-functional platform operations initiatives involving Product, Engineering, Security, Privacy, Legal, Procurement, Finance, business stakeholders, and external vendors. - Establish and maintain operational governance forums, decision-making structures, escalation mechanisms, and recurring operating rhythms. - Define clear roles and responsibilities across business owners, platform administrators, Engineering teams, enterprise technology functions, and SaaS providers. - Drive operational readiness for new platform implementations, vendor onboarding, integrations, and major capability launches. - Maintain operational risk registers, mitigation plans, key decisions, action tracking, and escalation records, ensuring issues are addressed with clearly accountable owners. - Drive measurable improvements in platform governance maturity, operational consistency, security, reliability, and efficiency. ### Security, Privacy & Compliance Operations - Partner with enterprise Security, Privacy, Legal, and Compliance organizations to ensure supported SaaS platforms meet applicable enterprise standards and regulatory requirements. - Implement and maintain approved platform security configurations, administrative safeguards, and operational controls aligned with enterprise policies. - Support security assessments, privacy reviews, risk assessments, audit activities, and compliance certifications. - Maintain accurate inventories and documentation of sensitive data, platform data flows, integrations, administrative access, and control ownership. - Monitor operational control effectiveness, identify gaps, and drive remediation activities with accountable teams and vendors. - Support evidence collection, documentation, and validation required for internal audits, compliance reviews, and security assessments. - Champion secure-by-design and privacy-by-design operational practices, including least-privilege access, appropriate separation of duties, and controlled administrative changes. - Balance enterprise security and governance requirements with platform usability, accessibility, and business productivity. ### Platform Integrations, Change Management & Lifecycle Operations - Support the operational administration of platform integrations, connectors, authentication configurations, data exchange mechanisms, and related technical dependencies. - Work with Engineering, Data, Identity, and vendor teams to troubleshoot integration failures, connector errors, access-related issues, and configuration problems. - Maintain operational visibility into integration health, ownership, monitoring, dependencies, and escalation procedures. - Establish and execute standardized intake, prioritization, change-management, testing, deployment, and rollback processes for platform enhancements and operational requests. - Coordinate platform releases, configuration changes, integrations, incidents, maintenance windows, and operational readiness activities with internal teams and technology providers. - **Support the technical and operational onboarding of new SaaS vendors**, including administrative setup, access controls, identity integration, support arrangements, and operational handover. - Ensure new platforms and capabilities have documented administration models, access controls, configuration standards, support procedures, and operational handover before production adoption. - Maintain platform lifecycle documentation, including technical configurations, operational dependencies, change histories, and administration procedures. - Assess operational impacts and risks associated with technology upgrades, vendor changes, new integrations, and platform capability expansions. ### Vendor, Licensing & Platform Portfolio Management - Serve as the operational lead for assigned business-managed SaaS platforms, coordinating vendor support, service performance, operational governance, and technical escalations. - Manage day-to-day operational interactions with SaaS vendors, including technical support cases, incident resolution, service commitments, and escalation management. - Coordinate vendor operational business reviews, governance discussions, service performance assessments, and renewal readiness activities. - Monitor software utilization, licensing allocations, administrative privileges, vendor service levels, and operational spend. - Identify and drive opportunities to optimize licensing, reduce unnecessary costs, improve software utilization, and increase operational efficiency. - Provide operational insights and recommendations to Product, Procurement, Finance, and technology leaders to support vendor evaluations, technology planning, and renewal decisions. - Conduct periodic assessments of platform capabilities, operational risks, service maturity, technology dependencies, and improvement opportunities across the SaaS portfolio. - Ensure consistent vendor accountability and operational standards across multiple SaaS providers and technologies. ### Internal Customer Experience, Support & Enablement - Serve as a technical and operational point of contact for internal platform users, administrators, business teams, vendors, and partners. - Resolve user access, provisioning, permissions, configuration, and operational support requests within the defined support model. - Develop and maintain streamlined onboarding and offboarding experiences, user enablement resources, training materials, and self-service capabilities. - Establish clear support processes, response expectations, escalation channels, and knowledge-management practices. - Simplify operational processes for platform users and administrators to improve productivity and reduce unnecessary administrative effort. - Drive platform adoption, usage best practices, and internal customer satisfaction across supported platform communities. - Partner with business and Product teams to identify recurring user challenges, improve platform usability, and prioritize operational improvements. - Champion secure-by-design, accessible user experiences that balance business productivity with governance discipline. ### Operational Excellence, Automation & Reporting - Establish and maintain consistent operational processes, standard operating procedures (SOPs), administration standards, and service management practices across supported SaaS platforms. - Identify and implement opportunities to automate repetitive administrative activities, including user provisioning, deprovisioning, access reviews, support workflows, monitoring, and operational reporting. - Establish KPIs and reporting mechanisms for platform health, access compliance, utilization, adoption, incident resolution, service levels, governance effectiveness, and internal customer experience. - **Measure governance effectiveness** through access review completion, remediation closure, policy adherence, control exceptions, and operational accountability. - Develop executive-level dashboards and provide structured inputs into quarterly business reviews (QBRs), platform governance discussions, and leadership operating rhythms. - Track operational risks, mitigation plans, decisions, escalations, and improvement initiatives through resolution. - Monitor operational trends, recurring incidents, service performance, and control effectiveness to identify opportunities for optimization. - Lead continuous improvement initiatives that reduce manual effort, strengthen security and compliance, improve service reliability, and enhance operational efficiency. - Drive consistent operational standards and measurable outcomes across the enterprise SaaS portfolio. **Qualifications** **Required/minimum qualifications** - Bachelor's Degree in Computer Science, Information Systems, Business, Engineering, or related field AND 5+ years of experience in enterprise SaaS administration, platform operations, enterprise application operations, IT operations, identity management, or a related technical discipline, OR equivalent experience. **Additional or preferred qualifications** - Demonstrated hands-on experience administering enterprise SaaS applications, including platform configuration, user administration, permissions management, operational support, maintenance, and troubleshooting. - Practical knowledge of identity and access management concepts, including RBAC, SSO, user provisioning and deprovisioning, least-privilege access, and permission lifecycle management. - Experience troubleshooting platform configuration, authentication, authorization, integration, or operational issues in an enterprise technology environment. - Experience implementing or maintaining standardized operational procedures, platform controls, and technical documentation. - Experience collaborating with Engineering, Security, Privacy, Product, IT, or business stakeholder teams to maintain secure and reliable technology operations. - Analytical, technical problem-solving, organizational, documentation, and cross-functional communication skills. - Hands-on experience administering enterprise SaaS platforms supporting digital commerce, marketing technology, customer engagement, content management, customer data, analytics, or related business operations. - Experience with technologies such as Adobe Commerce, Adobe Experience Manager, Product Information Management (PIM) systems, Customer Data Platforms (including Hightouch), marketing automation platforms (including Braze), analytics solutions, or customer service platforms. - **Experience configuring and supporting Microsoft Entra ID, SAML/OIDC-based SSO, SCIM provisioning, group-based access controls, RBAC, separation-of-duties controls, and automated identity lifecycle management.** - Familiarity with REST APIs, webhooks, platform connectors, integration monitoring, and SaaS troubleshooting. - Experience automating administrative workflows using scripting, platform APIs, identity tools, or workflow automation solutions. - Experience managing incidents, releases, configuration changes, operational readiness, and lifecycle processes across enterprise SaaS applications. - Experience implementing security and privacy controls, supporting access certifications, and maintaining audit-ready documentation. - Familiarity with GDPR, CCPA, SOC 2, ISO 27001, Zero Trust principles, accessibility standards, and enterprise governance frameworks. - Demonstrated experience leading complex cross-functional technology or operational initiatives, establishing clear accountability, and delivering measurable outcomes. - Experience managing operational governance, vendor performance, and platform lifecycle activities across multiple enterprise SaaS providers simultaneously. - Experience optimizing SaaS utilization, licensing, vendor support processes, and operational spend. - Experience establishing platform operating models, administration procedures, service-level metrics, governance forums, executive reporting, and operating rhythms. - Experience developing operational dashboards, tracking KPIs, managing risks, and driving continuous improvement across enterprise platforms. - Demonstrated ability to independently prioritize competing operational demands, resolve technical issues, and support multiple business-critical platforms in a complex enterprise environment. Marketing Technology IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. --- Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about [**requesting accommodations.**](https://careers.microsoft.com/v2/global/en/accessibility.html)