Director, Product Owner, Service & Operations

BNY Mellon • Pittsburgh, PA

4d

About The Position

Director, Product Owner, Service & Operations At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary. We’re seeking a future team member for the role of Director, Product Owner, Service & Operations to join our Client Service team. This role is located in Pittsburgh, PA or Lake Mary, FL. Role Purpose Lead the Service & Operations Pod within CET to deliver operational excellence and client service outcomes in ECRM (Microsoft Dynamics 365). Own the vision, roadmap, and backlog; operate within BNY’s Platforms Operating Model and partner across engineering, operations, service delivery, risk, and business stakeholders. In this role, you’ll make an impact in the following ways: Prioritize and deliver the Service & Operations backlog (user stories, acceptance criteria) to meet OKRs. Improve service management processes (case management, SLAs, incident tracking, automation). Align with firm standards on escalation, service quality, and operational controls. Track and optimize SLAs, client satisfaction, resolution times, and operational KPIs. Lead agile ceremonies and manage dependencies/risks across sprints and QPRs. Enable adoption through documentation, training, and clear service governance artifacts.

Requirements

• Bachelor’s degree required; Master’s preferred.
• 12 years of experience in financial services
• 5 years in Product Owner/Manager or Business Systems Analyst roles; CRM experience (Dynamics 365 or similar).
• Working knowledge of Dynamics 365/Dataverse service modules and automation.
• Strong backlog management, stakeholder engagement, and agile delivery skills.
• Familiarity with ITIL, incident/problem management, SLAs, and continuous improvement.
• Clear communication; ability to translate operational needs into usable capabilities.

Nice To Haves

• Experience with Power Platform and service automation tools; financial services background.
• Certifications: CSPO/SAFe POPM, Dynamics 365, ITIL, or Azure Fundamentals.

Responsibilities

• Prioritize and deliver the Service & Operations backlog (user stories, acceptance criteria) to meet OKRs.
• Improve service management processes (case management, SLAs, incident tracking, automation).
• Align with firm standards on escalation, service quality, and operational controls.
• Track and optimize SLAs, client satisfaction, resolution times, and operational KPIs.
• Lead agile ceremonies and manage dependencies/risks across sprints and QPRs.
• Enable adoption through documentation, training, and clear service governance artifacts.

Benefits

• BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy.
• We provide access to flexible global resources and tools for your life’s journey.
• Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

What This Job Offers

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