VP, Enterprise Exceptions & Customer Experience

Optimum Communications Inc.; Plano (TX); On-site; USD 179,000 - 255,000; Full time

Job summary

Optimum Communications Inc. is seeking a strategic leader to head Enterprise Customer Experience & Resolution.

The Vice President of Exception Management will own executive escalations and cross-functional issue resolution across pre-sales through disconnect, with governance, metrics, and risk oversight. Leading CECR and cross-functional war rooms, you will drive systemic improvements and protect revenue and brand equity.

Qualifications

• 12-15+ years of progressive leadership experience in customer operations, enterprise operations, or service delivery.
• Proven ability to lead high-impact operational functions and drive measurable improvements.
• Strong analytical and problem-solving skills with a data-driven approach.
• Experience driving cross-functional execution in matrixed environments.
• Executive presence with ability to influence across senior leaders.
• Bias toward action with prioritization and escalation skills.

Responsibilities

• Lead Executive Desk (CECR) handling high-priority executive escalations.
• Establish rapid-response protocols, escalation paths, and governance for critical issues.
• Drive high-quality resolution for sensitive and regulatory-related cases.
• Coordinate with accountable owners to resolve enterprise-level issues.
• Identify recurring issues and drive systemic improvements across functions.
• Partner with Data & Analytics, Product, Technology, and Operations to translate insights into actions.
• Lead cross-functional war rooms for time-sensitive issues.
• Monitor CX metrics and governance for continued improvement.

Skills

Leadership

Customer ops

Analytical skills

Cross-functional

Root-cause analysis

Executive presence

Prioritization

Resilient leadership

Job description

Optimum Communications Inc. is seeking a strategic leader to head Enterprise Customer Experience & Resolution.

The Vice President of Exception Management will own executive escalations and cross-functional issue resolution across pre-sales through disconnect, with governance, metrics, and risk oversight. Leading CECR and cross-functional war rooms, you will drive systemic improvements and protect revenue and brand equity.