VP, Executive Escalations & CX Leadership

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

Job summary

Optimum seeks a Vice President of Exception Management in Long Island City, NY. You will lead enterprise-wide execution and continuous improvement for high-impact customer and operational exceptions across the full lifecycle.

Reporting to the SVP Care Operations, you will oversee CECR, drive governance, and collaborate with Data, Product, Technology, and Operations to improve customer experience, protect revenue, and strengthen brand equity.

Qualifications

• 12-15+ years of progressive leadership experience in customer operations or enterprise operations.
• Proven ability to lead high-impact functions and improve customer experience and cost to serve.
• Data-driven problem solving and cross-functional execution in matrixed environments.
• Executive presence with influence across senior leadership in high-pressure situations.

Responsibilities

• Lead Executive Desk (CECR) handling high-priority executive escalations.
• Establish rapid-response protocols and governance for critical issues.
• Drive timely, high-quality resolution for sensitive / regulatory cases.
• Own enterprise-level customer recovery and issue routing to owners.
• Identify systemic issues and prioritize actions with accountable owners.
• Create dashboards and governance to review performance and risk.

Skills

Leadership experience

Customer operations

Analytical skills

Cross-functional collaboration

Executive presence

Job description

Optimum seeks a Vice President of Exception Management in Long Island City, NY. You will lead enterprise-wide execution and continuous improvement for high-impact customer and operational exceptions across the full lifecycle.

Reporting to the SVP Care Operations, you will oversee CECR, drive governance, and collaborate with Data, Product, Technology, and Operations to improve customer experience, protect revenue, and strengthen brand equity.