VP, Customer Care - Strategy & Process Cox Communications
Suzanne Foy is the Vice President of Customer Care – Strategy & Process at Cox Communications, based in Atlanta. She and her team drive overall Care strategy and execution, Customer Care outsource partner management, billing & payment strategy, and the continuous improvement of the Customer Care technical support and account services experiences for residential and business customers across call center and digital channels. Prior to this role, Suzanne held Manager, Director and Executive Director Positions within Cox Customer Care.
In her 25+ years at Cox, Suzanne’s contributions have ranged from launching Cox’s first Ecare online support and knowledge management solutions to redefining the billing experience and tripling paperless billing adoption. She has also played a pivotal role in Cox’s development and execution of call center virtualization and reimagined workforce strategy.
Prior to joining Cox, Suzanne did brief stints in real estate management and hospitality, then transitioned into the US cable telecom industry in 1989 with Adelphia Cable.
She is a member and Executive Co-Chair of the Cable Center Customer Care Committee (C5).
Suzanne holds a BA with Honors in English from the University of Pennsylvania and an MBA from Georgia State University. She lives in the Buckhead area of Atlanta and has two daughters, Emma and Molly.