Director, Production Services Manager
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 Director, Production Services Manager. In this role, you'll make an impact in the following ways: Own production stability, vendor management, and operational readiness for BNY's contact center and AI automation platform. Lead a team responsible for IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.
Requirements
- 20+ years in production operations or IT service management, with leadership experience
- Contact center platforms (Avaya and Genesys Cloud)
- Multi-vendor management across SaaS, hosted, and on-prem models
Nice To Haves
- Avaya Aura, Avaya CMS
- Enghouse Interactive CCE
- Genesys Cloud CX
- SIP/VoIP, IVR platforms, toll-free routing
- Voice biometrics
- CTI / Salesforce integration
Responsibilities
- Own 24x7 stability and serve as senior escalation point for critical incidents
- Drive root cause analysis, post-incident reviews, and corrective actions
- Drive production readiness for new platforms, including monitoring and regulatory controls
- Manage platform retirements while maintaining stability through shutdown
- Manage vendor relationships across SaaS, hosted, and on-prem delivery models
- Negotiate SLAs, escalation paths, and support coverage
- Conduct vendor risk assessments and monitor concentration risk
- Coordinate across internal teams, vendors, engineering, and business stakeholders
Benefits
- Highly competitive compensation
- Benefits and wellbeing programs
- Access to flexible global resources and tools
- Generous paid leaves
- Paid volunteer time
- 401(k) plan
- Company-sponsored medical, dental, vision, and basic life insurance plans
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
