Manager, Advisor Platform Production Support and Integrations

Kestra Holdings • Austin, TX

4d

About The Position

Kestra is seeking a strategic, execution-oriented Product Manager to own Platform Production Support and Platform Integrations with third-party vendors. This role blends product management and operational leadership—driving platform reliability, supportability, and service health while shaping an integrations roadmap that enables business capabilities through secure, scalable vendor connectivity. The Manager will partner with engineering, operations, security/compliance, and business stakeholders to establish clear support models, operational metrics (SLA/SLO/SLI), and continuous-improvement mechanisms (runbooks, problem management, root-cause analysis). The role also involves leading the end-to-end integration lifecycle with external vendors—from intake and prioritization to technical requirements, testing/certification, release readiness, and ongoing performance management.

Requirements

• Proven ability to lead product strategy and execution while operating effectively in a production environment (tradeoffs, prioritization under pressure, and crisp decision-making).
• Strong understanding of production support disciplines (incident, problem, and change management) and familiarity with SRE/ITIL concepts.
• Experience delivering platform integrations with third-party vendors, including APIs, data exchange patterns, and integration testing/certification practices.
• Strong stakeholder management and incident communications skills, with the ability to translate technical issues into clear business impact and updates.
• Demonstrated ability to create operating mechanisms (runbooks, playbooks, support workflows) and drive continuous improvement through data and retrospectives.
• Vendor-management skills, including partnering on roadmaps, setting expectations, and holding vendors accountable to service levels and remediation timelines.
• Strong analytical skills with experience defining and monitoring KPIs (availability, incident trends, MTTR, defect escape rate, integration throughput, and adoption).
• Ability to partner deeply with engineering on architecture tradeoffs (resiliency, observability, scalability) and to influence without formal authority across multiple teams.
• 5+ years of product management experience, with demonstrated delivery of platform capabilities in a cross-functional environment.
• Bachelor’s degree or equivalent work experience in Business, Information Systems, Computer Science, or related field.
• Experience partnering with production support, NOC/service desk, or SRE/operations teams; comfort participating in incident response and driving post-incident improvements.

Nice To Haves

• Advanced degree (a plus)
• Experience delivering and operating third-party integrations (vendor management, API/data contracts, security/compliance reviews, and release/change management) strongly preferred.

Responsibilities

• Own the platform production support product vision and roadmap, aligning reliability and support outcomes with corporate objectives and measurable business impact.
• Define and evolve the production support operating model (intake, triage, escalation, incident communications, and handoffs across engineering, service desk, and business teams).
• Establish and manage reliability metrics (SLAs/SLOs/SLIs), error budgets, and health dashboards; regularly report service performance and improvement plans to stakeholders.
• Lead incident and problem-management practices including severity definitions, on-call readiness, post-incident reviews, root-cause analysis (RCA), and tracking corrective/preventive actions to completion.
• Own the platform integrations roadmap with third-party vendors, including intake/prioritization, functional and non-functional requirements, and value measurement.
• Manage vendor integration delivery and operations: API/contract standards, security and compliance reviews, testing/certification, release readiness, change management, and ongoing vendor performance (availability, latency, defects, and support responsiveness).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager