The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Lead end-to-end Contact Center program management for complex,: cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX: initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
Run governance cadences: steering committees, status reporting, executive updates
Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
Manage external vendor and financial-services partner relationships: contract deliverables, SLAs, escalation paths
Own change management for production changes: testing, sign-off, rollback plans
What they're looking for
- Support audits, regulatory exams, and inquiries: documentation, stakeholder responses, evidence gathering
- Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
- Serve as BNY Contact Center Engagement Owner during Trump Account incidents —: single point of contact for RH's CX team, alongside the incident ATC
- Lead incident management and business continuity for production issues: affecting customer-facing brokerage systems
