TWC Taps Customer-Care Chief

Stamford, Conn.— Time Warner Cable made another in a recent set of key appointments last week, promoting James D. Fellhauer to the newly created position of executive vice president and chief customer care officer. He had been executive VP for operations.

He’ll “assume responsibility for working with our regional operating management as we drive toward a customer-care-oriented culture,” chief operating officer Landel Hobbs, another recently promoted executive, said in a statement.

Fellhauer has been with the MSO for more than 25 years and will continue to have operational oversight of the Hawaii, San Diego and National divisions.

The company said it continues to expand its focus on the importance of customer service and that the new position is designed to officially cement the importance of customer service and ensure the best service is provided at every consumer touch point.

In June, Time Warner Cable promoted marketing executive Sam Howe to chief marketing officer, and in May, the No. 2 U.S. MSO named Peter Stern executive VP of product management.