Earlier quoted context omitted.
In my opinion, which may be unpopular, a CEO who earns many times more than a regular employee should ensure that there are policies in place that prevent a regular employee or the "system" ruining a customers life. They should be held individually responsible if it can be proved in court that they ignored the issues.
Should the president of the USA be held responsible for some department of the US government ruining a citizen's life (which happens all the time)? What about a state governor, should they be responsible for all the state's agencies? How about a mayor whose police force or other department acts poorly?
President should be responsible for things he can change, in US a president doesn't really have power to change everything as there are other parts of the government which are involved in decision making.
Any person in a position of power who can CHANGE policies or remove people and doesn't do so, which leads to further incidents and corruption that affect the population should be held accountable.
This will never happen, as powerful people don't want this.