Senior Vice President
Customer Experience Ops
Cox Communications, Inc
Paul Cronin is senior vice president of customer experience for Cox Communications, a position established to further emphasize the company's commitment to customer service. Cronin is responsible for creating a seamless experience for customers across all product lines and communications channels.
Cronin is a veteran of over 25 years in the cable television and broadband communications industry. Prior to his current role, he served as senior vice president and general manager, Cox Communications New England. During that time, he lead a two state, 400,000 customer operation in Rhode Island and Connecticut, offering voice, video and data products in both residential and commercial markets, with more than 1,200 employees and total annual revenues in excess of $400 million.
Prior to his appointment as vice president & general manager of Cox New England, Cronin served as Interim VP & GM of Cox Communications New Orleans where he negotiated and secured exclusive NBA programming rights as part of the Charlotte Hornets relocation to the New Orleans market. He initiated operational and organizational changes to assist this system in fully transitioning to a full service provider of broadband services.
Cronin joined Cox in 1999 as vice president of customer care where he directed the operation of the call center, field services, service & retail centers and system communication center operations with 800 employees across voice, digital, and data product lines. He led an initiative to integrate dispatch operations, local network monitoring, and new product provisioning and support, into a regional system communication center operation, improving operational efficiency, and alignment between engineering and field service operations.
Prior to joining Cox Communications, Cronin was the Director of Field Services for Media One, Taunton, MA and General Manager of Continental Cablevision, Wilmington, MA.
Cronin has a Master of Business Administration Degree from Providence College (1994), Providence, RI and a Bachelor of Science, Business Administration from Plymouth State College (1982), Plymouth, NH.
He serves on the Executive Committee of the Board of Directors of the Greater Providence Chamber of Commerce, a member of the Rhode Island Commodores, the Providence College President's Council and the Board of Directors for the New England Cable Television Association.