Job Description

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

To be successful in this role, we're seeking the following:

• 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

Our Benefits and Rewards:

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.

BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.

Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an "at will" position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.