SVP, Service Assurance Tier 2 (BMLI Class 32) Cox Communications
As SVP of Service Assurance at Cox Communications, Patricia Martin oversees the Network Operations Centers (NOCs) and Tier 2 support teams for both Residential and Cox Business (CB) support models, with an enhanced focus on the customer experience and process governance.
Martin joined Cox Communications in 2005 as a Senior Manager and in 2007 became the Director of Network Services in Oklahoma, with statewide responsibility for residential and commercial network and construction activities.
While in Oklahoma, she coordinated Cox’s first participation in Oklahoma Pride events, served on the board of a Tulsa mental health agency, served as co-chair of the Cox Oklahoma Diversity Council and as a member of Leadership Tulsa’s New Horizons board for diverse community leaders. She was involved in the United Way board program for diverse leaders and volunteered at the Tulsa Community Food Bank, the Salvation Army, Dress for Success and Big Brothers Big Sisters.
In 2012, Martin joined Cox’s Northeast team as Vice President of Engineering & Operations, where she oversaw the operations and engineering of video, data and telephony products in Rhode Island, Connecticut and Ohio.
Martin has led several key initiatives at Cox, including the creation of the first national team of virtual construction estimators and Cox’s first-generation Video Back Office National COE. She has synchronized national teams and subject matter experts toward improving customers’ experience while mitigating capital expenditures and has set a new road map within the company for other functions to emulate.
Martin has continued to manage critical and complex processes, and in 2015 joined Cox’s Atlanta team as Vice President of Service Assurance where she streamlined the NOC to one operating model with two locations, Atlanta and Phoenix, in 2017. With support encompassing Voice, Video, Data, IT, Backbone and IP services, Martin transitioned the NOC from Incident Management to Event Management and enabled resources through enhanced tooling to monitor and respond to 100% of events in the Cox Communications network. Martin also helped formulate a weekly Technology, Operations, Product and Sales (TOPS) forum that gathers key business leaders across Cox to review the state of the business, create real-time action plans to address issues, and agree on tactics to move the business forward. With a focus on enterprise-wide key metrics, outputs from this forum provide a customer experience summary of all products while driving improvements around service-impacting events.
Prior to joining Cox Communications, Martin was the Director of Service Delivery for Patriot Media, the Telephony Operations Manager and Western Director of Advanced Services for Charter Communications, and the Senior Small Business Operations and Implementations Manager for AT&T.
Martin is a graduate of the University of Oklahoma and the WICT Betsy Magness Leadership Institute. She has been recognized by Women in Cable Technology (WICT) and CableFax for her leadership skills, her ability to drive results, her unwavering commitment to her team and customers, and the positive changes she has delivered at Cox Communications.
Martin now resides in Roswell, Georgia with her husband and four children.