Director, Production Services Manager

BNY Boston, MA Manufacturing Posted 3 days ago
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Director, Production Services Manager

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.

  1. Own 24x7 stability and serve as senior escalation point for critical incidents

  2. Drive root cause analysis, post-incident reviews, and corrective actions

  3. Drive production readiness for new platforms, including monitoring and regulatory controls

  4. Manage platform retirements while maintaining stability through shutdown

  5. Manage vendor relationships across SaaS, hosted, and on-prem delivery models

  6. Negotiate SLAs, escalation paths, and support coverage

  7. Conduct vendor risk assessments and monitor concentration risk

  8. 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.

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