Director, Production Services Manager

BNY; Boston (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

BNY is seeking a Director, Production Services Manager to own production stability and vendor management for our contact center and AI automation platforms. You will lead a team responsible for IVR, telephony, workforce management, speech analytics, and voice biometrics.

You will drive incident response, root cause analysis, platform readiness, and multi-vendor coordination across SaaS, hosted, and on-prem solutions, partnering with engineering and business stakeholders to deliver reliable,

Qualifications

• 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.

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

Skills

Leadership

Vendor management

Stakeholder alignment

Incident management

Communication

Tools

Avaya Aura

Avaya CMS

Enghouse Interactive CCE

Genesys Cloud CX

SIP/VoIP

IVR platforms

Toll-free routing

Voice biometrics

CTI / Salesforce integration

Job description

JOB DESCRIPTION

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 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

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

At BNY, our culture speaks for itself, check out the latest BNY news at:

BNY Newsroom

BNY LinkedIn

Here’s a Few Of Our Recent Awards:

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

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 is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

ABOUT US

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 all about. Join us and be part of something extraordinary.

ABOUT THE TEAM

At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn

Here’s a Few Of Our Recent Awards:

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

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 is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

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.