Senior Vice President - Operations, Experience, Process, and Design
Cox Communications, Inc
Peter Lilly is senior vice president of operations, experience, process, and design for Cox Communications, where he is responsible for overseeing the Cox Customer Care Centers of Excellence (CO Es), outsource call center paitners and Cox Business Customer Care operations. He also leads Customer Care's strategy for Cox. Additionally, Peter oversees the advancement and implementation of Cox's Customer Cai·e suppo1t functions such as social media, live chat/email channels, call center analytics and customer advocacy to ensure there is a focus on delivering the best customer experience possible to align with the company's commitment to connect customers to the people and things they care about most.
Peter is a 20-year veteran of the telecommunications industry. Before his current role, he served as vice president of customer care for Cox's California operations. Peter also served as vice president of customer operations in California, where he was responsible for leading the Orange County, Palos Verdes and Santa Barbara field and care strategy and operations.
Peter joined Cox in 2000, managing a team who suppo1ted customers across the country who had what was then a new product, Cox High-Speed Internet. He then became Director of the North San Diego County operations team, creating operational efficiencies before leaving the company to join Comcast as a senior director of Customer Care. Peter rejoined Cox in 2008.
Peter resides in Atlanta along with his wife, Ruth. He and Ruth have a son, Zach, who is working on his Masters degree in Political Science at the University of Chicago and a daughter, Paige, who is a first grade teacher in Washington State.
