Director, Product Owner, Service & Operations

BNY • Lake Mary, FL

5d

About The Position

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:

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
• Number of Employees: 1-10 employees