Vice President, Exception Management Greater Plano, TX Area

The Company is seeking a Vice President of Exception Management to lead enterprise-wide identification, coordination, and resolution of high-impact customer and operational issues across the customer lifecycle. The role oversees executive escalations, establishes response protocols and governance, and ensures complex cases are routed to accountable teams for timely resolution. The leader will identify recurring problems, guide root-cause analysis, and coordinate cross-functional action to reduce repeat failures and protect customer relationships and revenue. Responsibilities also include leading response efforts for urgent issues, improving customer journeys, monitoring performance measures, and providing senior leaders with dashboards, insights, and recommendations. Candidates should bring 12–15 or more years of progressive leadership experience in customer operations, enterprise operations, or service delivery within complex organizations. They should have a record of improving customer experience, operational costs, and resolution effectiveness, supported by strong analytical and problem-solving skills. The role requires experience driving cross-functional execution in matrixed environments, identifying systemic issues, and influencing senior stakeholders under pressure. A deep understanding of telecommunications operations, strong escalation and prioritization skills, and the ability to build accountable, high-performing teams are also required.

Hiring Company

Optimum