Director, Production Services Manager

The Bank of New York MellonBoston, MA

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Overview

Schedule

Full-time

Career level

Executive

Remote

On-site

Benefits

Health Insurance

Family/Dependent Health

Paid Vacation

Job Description

JobID: 79981

Category: Production Services Management

JobSchedule: Full time

Posted Date: 2026-08-25T17:00:50+00:00

JobShift: Day

Base Salary Min: 130000

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.

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FAQs About Director, Production Services Manager Jobs at The Bank of New York Mellon

What is the work location for this position at The Bank of New York Mellon?

This job at The Bank of New York Mellon is located in Boston, MA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at The Bank of New York Mellon?

Employer has not shared pay details for this role.

What employment applies to this position at The Bank of New York Mellon?

The Bank of New York Mellon lists this role as a Full-time position.

What experience level is required for this role at The Bank of New York Mellon?

The Bank of New York Mellon is looking for a candidate with "Executive" experience level.

What benefits are offered by The Bank of New York Mellon for this role?

The Bank of New York Mellon offers following benefits: Health Insurance, Family/Dependent Health, Paid Vacation, Parental and Family Leave, Paid Community Service Time, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at The Bank of New York Mellon?

You can apply for this role at The Bank of New York Mellon either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.