Director, Production Services Manager
BNY · Boston
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- Company
- BNY
- Location
- Boston
- Posted
- August 25, 2026
About this job
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…
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