VP, Customer Experience Operations, Strategy & Process
Cox Communications
Suzanne Foy is the Vice President of Customer Experience Operations, Strategy & Process at Cox Communications, based in Atlanta, GA. She and her team drive CX Operations strategy and execution, Workforce Capacity Management for Contact Center and Field Service, Billing & Payment experience, Business Process Design, Change Management, Customer escalations and Backoffice support and CX Ops talent development and training delivery. Prior to this role, Suzanne held Manager, Director, Executive Director, and VP 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 past member and Executive Co-Chair of the C5 group sponsored by the Syndeo Institute at The Cable Center and a Board Member of The Syndeo Institute at The Cable Center. She is also a member of the Board of Trustees of The Grier School.
Suzanne is a graduate of the University of Pennsylvania and the Georgia State University MBA program. She lives in the Buckhead area of Atlanta and takes great pride in having launched her two college-age daughters, Emma and Molly.
