Hiring: Director, Production Services Manager Company: BNY Location: Boston, MA Job Posted Time: 2026-09-16 17:42:31 Target Skills & Keywords : Root Cause Analysis, SaaS, Salesforce, Vendor Management About the job Experience: •20+ years in production operations or IT service management, with leadership experience Required Skills: •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 is all about. Join us and be part of something extraordinary. •We’re seeking a Director, Production Services Manager. •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 Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!