Head of Customer Service Operations

STRATEGIC LEAD: Director-level leader accountable for Corporate Services strategy, governance and delivery across the New York area portfolio, including 240G headquarters, New Jersey and Washington offices. Lead direct reports and integrated vendor partners across workplace services, with accountability for client experience, vendor governance, budget planning, issue escalation, controls and continuous improvement. The role reports to the Head of Americas Global Corporate Services and aligns regional priorities andIn this role, you’ll make an impact in the following ways: Lead Corporate Services delivery across the portfolio, ensuring consistent, high-quality, cost-efficient and client-focused services aligned with GCSD standards and business priorities. Lead direct reports and outsourced teams through clear objectives, coaching, development and accountability for results; Own portfolio vendor governance and relationships with senior vendor leadership, including contract compliance, KPIs/SLAs, staffing, service quality, financial performance, business reviews, corrective actions and continuous improvement. Serve as senior escalation point for material service and operational issues; coordinate vendors, service providers and internal stakeholders to mitigate impact, resolve issues and ensure documented follow-through. Lead annual budget planning and ongoing financial management, including forecasts, spend reviews, variance analysis and vendor financial performance; Coordinate multiple stakeholders including Real Estate, Workplace Experience and Design, Security, Technology, Finance, Procurement and business leaders. Use data, feedback, performance measures and business needs to set priorities, improve services, support sourcing decisions and evaluate new or enhanced service models. Service Scope: Food & Beverage: Employee dining, catering, executive/client dining, pantry, coffee, micro-market and vending services. Reception, lobby and guest experience, visitor support, concierge/high-touch services, and client-ready environments. Conference centers, meeting and event planning/support, room readiness, catering and audiovisual coordination, onsite execution and service recovery. Community & Workplace Experience: Employee workplace support, issue routing, communications and engagement that strengthen connection and remove friction. Onsite fitness center service delivery, vendor performance, safe operations and colleague experience. Mail, Document & Print / Reprographics: Provide local portfolio oversight and coordinate mail, distribution, document, digital mail, shipping/courier, destruction and print/reprographics requirements with alignment with the U.Mail and Document Services lead responsible, ensuring site needs, vendor performance, service issues and escalations are aligned with the U.Risk, Controls & Operation Resilience: •Ensure portfolio services follow GCSD policies, procedures, service standards, controls and contractual requirements; identify and escalate known or emerging risks. •Ensure vendors maintain appropriate procedures for safety, service continuity, incident reporting, escalation and crisis response; Director - Level Leadership Expectations: •Be Client-Obsessed and Own It: set client-focused priorities and own end-to-end business outcomes. •AI, Product and Data Mindset: use technology, long-term user/business value and data-informed decision-making to improve outcomes. •Develop & Coach Talent, Shape Future Strategy, Influence & Guide Thinking, and Apply Business Acumen: build high-performing teams, set a clear vision, influence outcomes and make commercially sound decisions.Qualifications:• 12+ years of relevant Corporate Services, workplace experience, hospitality, vendor management and/or related operational leadership experience in a complex, multi-site environment.• Strong knowledge across multiple workplace service functions, including food and beverage, hospitality, reception, conference/events, fitness, mail/distribution, document services and print/reprographics, with strong working knowledge of industry practices and applicable requirements.• Proven experience leading direct reports and outsourced vendors, including contract performance, KPI/SLA management, business reviews, vendor negotiations, issue escalation, service recovery and continuous improvement.• Strong financial and analytical capability, including budget and business plan development, forecasting, spend and variance analysis, cost optimization and data-informed decision-making.• Strong leadership, organization, stakeholder management, negotiation, influencing and communication skills, with demonstrated ability to work across senior leaders, cross-functional teams and suppliers.• Strategic, client-focused and results-driven, with sound business judgment, a collaborative approach to problem solving, and the ability to independently manage multiple priorities and workstreams.• Full working knowledge of Microsoft Word, Excel and PowerPoint, with awareness of evolving technology and data tools that can improve service delivery.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 #LifeAtBNY is all about. 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, 2025World’s Most Admired Companies, Fortune 2025“Most Just Companies”, Just Capital and CNBC, 2025Our 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. 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. 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.