Platform Operations Manager - Digital Commerce & Marketing Technology

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,