Director, Production Services Manager

BNY Mellon; Boston (MA); On-site; USD 190,000 - 230,000; Full time

Benefits offered by this job

Paid volunteer time

Wellbeing programs

Job summary

BNY Mellon seeks a Director, Production Services Manager to own production stability, vendor relationships, and operational readiness for its contact center and AI automation platform. You will lead a team handling IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.

As a senior leader, you will drive root-cause analysis, post-incident reviews, and corrective actions while coordinating across internal teams, vendors, engineering, and business

Qualifications

• 20+ years in production operations or IT service management, with leadership experience.

Responsibilities

• Own production stability for the contact center and AI automation platform.

Skills

Production ops leadership

IT service mgmt

Vendor management

Multi-vendor delivery

Tools

Avaya

Genesys Cloud

Enghouse Interactive CCE

Salesforce CTI

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 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

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.