Director, Product Owner, Service & Operations

Director, Product Owner, Service & Operations 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 #Life. AtBNY is all about. Join us and be part of something extraordinary. We’re seeking a future team member for the role of Director, Product Owner, Service & Operations to join our Client Service team.

This role is located in Pittsburgh, PA or Lake Mary, FL. Role Purpose Lead the Service & Operations Pod within CET to deliver operational excellence and client service outcomes in ECRM (Microsoft Dynamics 365). Own the vision, roadmap, and backlog; operate within BNY’s Platforms Operating Model and partner across engineering, operations, service delivery, risk, and business stakeholders.

In this role, you’ll make an impact in the following ways: Prioritize and deliver the Service & Operations backlog (user stories, acceptance criteria) to meet OKRs. Improve service management processes (case management, SLAs, incident tracking, automation). Align with firm standards on escalation, service quality, and operational controls.

Track and optimize SLAs, client satisfaction, resolution times, and operational KPIs. Lead agile ceremonies and manage dependencies/risks across sprints and QPRs. Enable adoption through documentation, training, and clear service governance artifacts. To be successful in this role, we’re seeking the following: Bachelor’s degree required; Master’s preferred.

12 years of experience in financial services 5 years in Product Owner/Manager or Business Systems Analyst roles; CRM experience (Dynamics 365 or similar). Working knowledge of Dynamics 365/Dataverse service modules and automation. Strong backlog management, stakeholder engagement, and agile delivery skills. Familiarity with ITIL, incident/problem management, SLAs, and continuous improvement.

Clear communication; ability to translate operational needs into usable capabilities. Preferred Experience with Power Platform and service automation tools; financial services background. Certifications: CSPO/SAFe POPM, Dynamics 365, ITIL, or Azure Fundamentals. 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. 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. BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.