Manager of SaaS Administration
About the role
The corporate office of Express Employment International is seeking a SaaS Administration Manager to lead the operational backbone of our third-party SaaS portfolio. As SaaS Administration Manager, you will own the leadership, governance, and continuous improvement of the organization’s suite of vendor-provided platforms, ensuring they are securely configured, reliably supported, and tightly aligned with business priorities. In this role you will lead the SaaS Administration team and establish consistent, high-quality practices across access management, intake and prioritization, release coordination, testing, production support, service monitoring, and vendor engagement. Working together with business owners, Business Architecture, Product, Technology, Information Security, Procurement, Vendor Management, and our external SaaS partners, you will translate business-process needs into coordinated platform plans that deliver measurable value. This role focuses on the administration and operational lifecycle of third-party SaaS platforms. You will partner closely with Product and Technology leaders when platforms integrate with or impact internal products; clarifying ownership, managing dependencies, and establishing clear decision rights while leaving product strategy, discovery, roadmaps, and feature prioritization with the internal Product team. The SaaS Administration Manager will manage team capacity, platform coverage, competing demands, service health, vendor escalations, releases, administrative risks, and cross-platform dependencies. Your leadership will provide clear portfolio-level direction while empowering SaaS administrators (and future platform product owners) to retain deep platform expertise and accountability. Express Employment International believes in the value of in-person collaboration to support teamwork, creativity and connection.
Responsibilities
- Lead and develop the SaaS Administration team: Coach administrators, shape performance expectations, build succession plans, and create primary/backup coverage so the organization is never dependent on a single person
- Own team capacity and prioritization: Balance planned work and production support, allocate resources based on business impact, risk, and expertise, and make clear trade-off decisions when demand exceeds capacity
- Run a disciplined intake and prioritization process: Create a single, transparent funnel for requests, defects, enhancements, access changes, and releases; resolve competing priorities and set realistic delivery commitments with business owners
- Raise the bar on platform standards: Define and continuously improve how we administer, secure, document, test, release, support, and monitor third-party SaaS platforms
- Clarify ownership and decision rights: Ensure everyone (SaaS Administration, business partners, Product, Technology, Security) knows who decides what, especially when platforms intersect with internal products
- Protect deep platform expertise: Keep detailed configuration and future-state recommendations with the right platform experts while developing strong administrators into future platform product roles
- Coordinate the operational lifecycle: Oversee roadmaps, vendor releases, testing, deployment readiness, communications, and post-release validation; partner tightly with Product and Technology when changes create dependencies
- Drive platform health and reliability: Monitor service health, jobs, integrations, incidents, and trends; ensure issues have clear ownership, root-cause analysis, escalation, and lasting resolution
- Lead vendor relationship: Manage day-to-day performance, escalations, roadmap discussions, and support quality with SaaS providers; partner with Procurement and Vendor Management on commercial and contractual matters
- Build lasting knowledge and continuous improvement: Keep documentation, runbooks, access models, and decision records current and accessible; drive cross-training and actively look for opportunities to simplify, standardize, and automate