VP Exception Management

Altice USA•New York, NY

13d•$178,500 - $255,000

About The Position

The Vice President of Exception Management leads enterprise-wide execution and continuous improvement of how high-impact customer and operational exceptions are identified, managed, and resolved across the customer lifecycle. The role is the central control point for complex, cross-functional issues spanning pre-sales, sales, service delivery, customer care, billing, retention, and disconnect. Reporting to the SVP, Care Operations, the Vice President oversees Executive Customer Escalation Resolution (CECR / Executive Desk), improves visibility into the causes of chronic issues, and ensures issues are routed to and resolved by the appropriate functional owners. The goal is to improve customer experience, reduce repeat failures, and protect revenue and brand equity. The role leads executive escalations, exception management, chronic-issue resolution, root-cause analysis, cross-functional coordination, customer journey improvement, governance and reporting, and risk mitigation. Desired outcomes include timely resolution of high-impact exceptions, fewer recurring issues, measurable gains in customer and operational outcomes, and executive-level visibility through dashboards and governance.

Requirements

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 and ability to influence across functions and align senior leaders, particularly in high-pressure or time-sensitive situations.
Skill 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 accountability, speed, and ownership.
Resilient, adaptable leadership and ability to balance 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.
Create and maintain visibility into exception trends, business impact, and resolution effectiveness.
Coordinate with accountable functional owners to drive timely issue resolution.
Identify and prioritize recurring and systemic issues affecting customer experience and operations.
Quantify business impact, including customer churn, revenue leakage, and cost to serve.
Drive resolution of chronic issues through accountable functional owners and escalate systemic issues when progress stalls or ownership is unclear.
Establish root-cause analysis methodologies and partner with Data & Analytics, Product, Technology, and Operations to translate insights into action.
Translate root-cause insights into clear actions and route issues to appropriate teams.
Coordinate resolution of complex issues across Pre-Sales, Sales, Provisioning, Care, Billing, Retention, and Disconnect teams.
Establish and enforce accountability for issue resolution across functions.
Lead cross-functional war rooms for high-impact or time-sensitive issues.
Surface and communicate 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 showing exception volumes, trends, resolution times, repeat issues, and business impact.
Establish governance forums and an operating cadence to review performance and drive accountability.
Provide actionable insights and recommendations to senior leadership.
Identify and escalate regulatory, reputational, and customer-impact risks.
Ensure proper handling of sensitive executive and regulatory escalations.
Partner with Legal, Compliance, and Risk teams as needed.