VP Exception Management

About the role

The Vice President of Exception Management will lead the enterprise-wide execution and continuous improvement of how the organization identifies, manages, and resolves high-impact customer and operational exceptions across the full customer lifecycle. This role serves as the central control point for complex, cross-functional issues—spanning pre-sales, sales, service delivery, customer care, billing, retention, and disconnect. Reporting into the SVP, Care Operations, this leader will oversee the Executive Customer Escalation Resolution (CECR / Executive Desk), drive visibility into and understanding of causes of chronic issues, and ensure issues are clearly routed and resolved through the appropriate functional owners to improve customer experience, reduce repeat failures, and protect revenue and brand equity.

Responsibilities

• Executive Escalations & CECR Leadership
  • 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
• Enterprise Exception Management Execution
  • 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
• Chronic Issue Identification & Resolution
  • 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
• Root Cause Insights & Cross-Functional Alignment
  • 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
• Cross-Functional Resolution Leadership
  • 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
• Customer Journey & Experience Improvement
  • 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
• Governance, Reporting & Insights
  • 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
• Risk Mitigation & Compliance
  • Identify and escalate 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

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