Director, Production Services Manager

BNY Mellon

2d

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.
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
Technology
Telephony & Contact Center
Avaya Aura, Avaya CMS
Enghouse Interactive CCE
Genesys Cloud CX
SIP/VoIP, IVR platforms, toll-free routing
Voice biometrics
CTI / Salesforce integration

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

• Telephony & Contact Center
• Avaya Aura, Avaya CMS
• Enghouse Interactive CCE
• Genesys Cloud CX
• SIP/VoIP, IVR platforms, toll-free routing
• Voice biometrics
• CTI / Salesforce integration

Responsibilities

• 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.
• 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
• wellbeing programs
• generous paid leaves
• paid volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed