What are the responsibilities and job description for the Director, Production Services Manager position at BNY?
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.