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Cox Names Edmunds Customer Operations Chief

Kimberly Edmunds, the Cox Communications senior vice president and general manager for its Kansas and Arkansas operations, has been promoted to senior vice president of customer operations for the entire company, in a new position based at Cox's headquarters in Atlanta.

Cox said it created the new executive position to extend its emphasis on customer care. To-date, the company has received top honors for customer service in 18 different studies conducted by J.D. Power and Associates, and the company holds many other distinctions for operational excellence, it noted.

In her new role, Edmunds will be responsible for helping Cox create a seamless service experience to customers across all product lines and communication channels. Specifically, Edmunds will oversee Cox's customer care; field services; retail; sales and distribution; and Web strategy organizations.

A replacement for her prior position will be announced at a later date, a Cox spokesman said.

In making the announcement, Cox's chief operating officer, Leo Brennan, to whom she reports, said, "Kimberly brings the right combination of strategic leadership and hands-on experience to her new role. Kimberly's most recent experience as senior vice president and general manager of Cox's operations in Kansas and Arkansas, as well as her former role as leader of Cox's national customer care organization, give her a unique perspective into the demands of our diverse and evolving customer base. Kimberly is also highly regarded for her focus on Cox's values -- her commitment to our people, to our customers, to the community we serve. I look forward to working even more closely with Kimberly."

Directly reporting to Edmunds will be: Steve Gorman, VP, Web strategy; Sheila Hicks, VP, sales and distribution; Tracy Nolan, VP, retail; Catherine Mitchell, VP, field services, and Scott Wise, VP, customer care.

Before joining Cox in 1996, Edmunds served 10 years in a variety of customer service management roles with GTE Wireless, including director of call center operations. She holds a bachelor's degree in economics from the University of Southern California.