VP, Enterprise Exception Management & Escalations

Optimum Communications Inc.; New York (NY); On-site; USD 179,000 - 255,000; Full time

Job summary

Optimum Communications Inc. is seeking a Vice President of Exception Management to lead enterprise-wide execution and continuous improvement in how we identify, manage, and resolve high-impact customer and operational exceptions across the full customer lifecycle.

This role oversees CECR/Executive Desk, driving timely resolution and governance for critical issues. Reporting to the SVP, Care Operations, the leader will coordinate cross-functional owners to protect revenue, reduce churn, and

Qualifications

• 12-15+ years of progressive leadership experience in customer operations, enterprise operations, or service delivery within complex, large-scale organizations
• Proven ability to lead high-impact operational functions and drive measurable improvements in customer experience, cost to serve, and resolution effectiveness
• Strong analytical and problem-solving skills with a data-driven approach to identifying issues and informing action
• Demonstrated experience driving cross-functional execution and influencing outcomes in highly matrixed environments
• Experience identifying systemic issues and translating insights into prioritized actions through appropriate functional owners
• Executive presence with the ability to influence across functions and align senior leaders, particularly in high-pressure or time-sensitive situations
• Skilled in prioritization, escalation management, and decision-making under ambiguity, with a bias toward action deep understanding of telecommunications operations and the drivers of customer contact, technician dispatch, and service breakdowns
• Ability to build and lead high-performing teams, fostering a culture of accountability, speed, and ownership
• Resilient, adaptable leader capable of balancing real-time operational demands with longer-term improvement opportunities

Responsibilities

• Lead the Executive Desk (CECR) handling high-priority, executive-level customer escalations
• Establish rapid-response protocols, escalation paths, and governance for critical issues
• Drive consistent, high-quality resolution for sensitive and regulatory-related cases
• Serve as the single point of accountability for enterprise-level customer recovery
• Identify, categorize, and prioritize exceptions across the customer lifecycle, ensuring consistent intake, triage, and resolution across the organization
• Create and maintain visibility into exception trends, business impact, and resolution effectiveness
• Drive timely resolution of issues through coordination with accountable functional owners
• Identify and prioritize recurring and systemic issues impacting customer experience and operations
• Quantify business impact (e.g., customer churn, revenue leakage, cost to serve) to inform action
• Drive resolution of chronic issues through accountable functional owners
• Surface and drive resolution of systemic issues when progress stalls or ownership is unclear
• Establish disciplined root cause analysis methodologies to identify underlying drivers of issues
• Partner with Data & Analytics, Product, Technology, and Operations teams to translate insights into action
• Translate root cause insights into clear actions and route issues to the appropriate teams for resolution
• Drive coordination across Pre-Sales, Sales, Provisioning, Care, Billing, Retention, and Disconnect teams to resolve complex issues
• Establish and enforce accountability for issue resolution across functions
• Lead cross-functional war rooms for high-impact or time-sensitive issues
• Surface and communicate key breakdown points across the customer lifecycle
• Partner with CX, Product, and Operations teams to inform improvements based on exception trends
• Track improvements in metrics such as NPS, First Contact Resolution, and time to resolution
• Build and maintain executive-level dashboards highlighting exception volumes, trends, resolution times, repeat issues, and business impact
• Establish governance forums and operating cadence to review performance and drive accountability
• Provide actionable insights and recommendations to senior leadership
• Identify and escalation risks related to regulatory, reputational, and customer impact
• Ensure proper handling of sensitive cases, including executive and regulatory escalations
• Partner with Legal, Compliance, and Risk teams as needed
• 12-15+ years of progressive leadership experience in customer operations, enterprise operations, or service delivery within complex, large-scale organizations
• Proven ability to lead high-impact operational functions and drive measurable improvements in customer experience, cost to serve, and resolution effectiveness
• Strong analytical and problem-solving skills with a data-driven approach to identifying issues and informing action
• Demonstrated experience driving cross-functional execution and influencing outcomes in highly matrixed environments
• Experience identifying systemic issues and translating insights into prioritized actions through appropriate functional owners
• Executive presence with the ability to influence across functions and align senior leaders, particularly in high-pressure or time-sensitive situations
• Skilled in prioritization, escalation management, and decision-making under ambiguity, with a bias toward action deep understanding of telecommunications operations and the drivers of customer contact, technician dispatch, and service breakdowns
• Ability to build and lead high-performing teams, fostering a culture of accountability, speed, and ownership
• Resilient, adaptable leader capable of balancing real-time operational demands with longer-term improvement opportunities

Skills

Executive leadership

Cross-functional collaboration

Analytical thinking

Problem solving

Data-driven decision making

Job description

Optimum Communications Inc. is seeking a Vice President of Exception Management to lead enterprise-wide execution and continuous improvement in how we identify, manage, and resolve high-impact customer and operational exceptions across the full customer lifecycle.

This role oversees CECR/Executive Desk, driving timely resolution and governance for critical issues. Reporting to the SVP, Care Operations, the leader will coordinate cross-functional owners to protect revenue, reduce churn, and