Director, Client Product Support

Director, Client Product Support, Data and Analytics

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 continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

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/REMOTE.

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. If you are a strategic thinker, passionate about operational excellence and have a track record in leading product support teams implementing best practices and tooling to deliver outstanding client experience, we have an exciting opportunity for you.

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. Develop and implement best practices and tooling for incident management and pro-active responses. Ensure alignment on priorities and resource allocation. Navigate and lead matrixed efforts across various cross-functional teams (including infrastructure engineering, product, sales, and professional services), ensuring effective collaboration and communication. Manage reporting structures that span multiple functions, facilitating alignment and accountability.
• Incident & Service Performance Management: Establish a robust incident management framework that enhances the overall stability of client-facing fintech products and improve service delivery. Transform the support organization to be pro-active. Establish and monitor key performance indicators (KPIs) related to incident response such as MTTR, first response rate, client SLAs, repeated incidence, deployment frequency and system availability. Identify and mitigate operational risks, ensuring business continuity and resilience. Implement dashboard and reporting to do operational monitoring and performance measurement against KPIs. Conduct periodic reviews (e.g. QBRs) with clients presenting operational KPIs, issues, challenges, and mitigations in their environments.
• Continuous Improvements: Use data-driven insights to inform decision making and drive improvements. Identify trends and share actionable insights with product teams, client success teams, commercial teams, and other internal partners for improving client experience. Conduct post-incident reviews to identify root causes and implement corrective actions. Promote a culture that encourages learning and development as well as innovation, while ensuring that lessons learned are documented and shared across the organization. Leverage automation (e.g. RPA) and artificial intelligence technologies (e.g. ticket summary, knowledge base) to drive efficiency and self-service (e.g. chatbots) at scale improving client experience.
• Executive Stakeholder Management & Communication: Build strong relationships and engage with executive-level stakeholders internally and externally to communicate incident statuses, performance updates as well as progress on strategic initiatives. Prepare and present regular reports on team performance, incident trends, and improvement initiatives to senior/executive management and stakeholders. Communicate effectively to ensure all parties are informed and aligned on incident management strategies, responses, and results.
• Training and Development: Mentor, coach and develop team members. Provide training on incident management tools and processes for current team members and new talent onboarded. Ensure the team stays current with industry best practices and technologies, fostering a culture of operational excellence, continuous learning, and professional development. Set objectives, metrics, and incentive programs to motivate and reward high performance.
• Manage Strategic Initiatives: Ensure successful client readiness for transition to Azure. Onboard new clients to hosted software. Manage product upgrades, implement new product features, and configure workflows to improve product adoption. Create new services to support emerging client needs of existing products as well as to onboard new products. Manage vendors including contract negotiations.
• Product Feedback: Capture product defects and potential product enhancements to provide formal feedback to product management and engineering teams periodically, acting as client proxies. Document workarounds (including effort spent) for establishing internal business case for product changes. Advise clients on product fixes and enhancement timelines.

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

• 15+ years of experience in designing and leading global support teams and platform tools for a high-growth SaaS, cloud-based Fintech software company.
• Deep understanding of incident management frameworks (e.g. ITIL), application/product support and monitoring tools, and service models for cloud-based enterprise Fintech software.
• KPI focused leadership, experienced in managing a geographically distributed support organization, across culturally diverse teams and vendor partners.
• Ability to form strong cross organizational relationships and influence others to drive towards a common goal.
• Specific experience in transforming and scaling support models by leveraging best practices and best-in-class tooling in privately hosted and public cloud environments including DevOps.
• Exceptional client and communication skills (both oral & written) with demonstrated executive presence and capable of presenting information at all levels of an organization.

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
• Best Places to Work for Disability Inclusion, Disability: IN - 100% score, 2023-2024
• "Most Just Companies", Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg's Gender Equality Index (GEI), 2023

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.