Director, Client Product Support - Data and Analytics - BNY : Job Details

Join to apply for the Director, Client Product Support - Data and Analytics role at BNY.

Job Description

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system, we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities, and people everywhere.

We're seeking a future team member for the role of Director Client Product Support to join our Data and Analytics team. This role is located in Boston, MA. ONSITE/HYBRID.

BNY Data & Analytics is seeking a global Director of Product Support to transform and scale our fintech product support organization serving a rapidly growing client base. The role is expected to drive day-to-day operational excellence, ensure swift incident resolution, minimize downtime, and foster a culture of continuous improvement.

In this role, you'll make an impact in the following ways:

• Leadership and Strategy: Lead the Level 1 and Level 2 product support teams globally, setting strategic direction and ensuring alignment with organizational goals.
• Incident & Service Performance Management: Establish a robust incident management framework that enhances the overall stability of client-facing fintech products and improves service delivery.
• Continuous Improvements: Use data-driven insights to inform decision making and drive improvements.
• Executive Stakeholder Management & Communication: Build strong relationships and engage with executive-level stakeholders internally and externally.
• Training and Development: Mentor, coach, and develop team members.
• Manage Strategic Initiatives: Ensure successful client readiness for transition to Azure and manage product upgrades.
• Product Feedback: Capture product defects and potential product enhancements to provide formal feedback to product management.

To be successful in this role, we're seeking the following:

• 15+ years of experience in designing and leading global support teams for a high-growth SaaS, cloud-based Fintech software company.
• Deep understanding of incident management frameworks and application/product support.
• KPI focused leadership, experienced in managing a geographically distributed support organization.
• Exceptional client and communication skills with demonstrated executive presence.

At BNY, our culture speaks for itself. Here's a few of our awards:

• America's Most Innovative Companies, Fortune, 2024
• World's Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024

Our Benefits And Rewards: BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

Director

Full-time

Other