With the hiring of Frank Mansour as its new executive vice president for customer service, Cablevision continued to tweak its executive team.
The announcement of Mansour’s hiring this morning came on the heels of James Nuzzo’s promotion to senior executive vice president, operations and business planning last week.
Cablevision’s executive ranks thinned after former COO Tom Rutledge left the company to become Charter Communication’s CEO. Rutledge brought over several members of his former Cablevision executive team to Charter.
In his new job, Mansour reports to Wilt Hildenbrand, Cablevision senior advisor, customer care, technology and networks. Cablevision said Mansour would lead the development and implementation of a cohesive service strategy that reflects the corporate, branding and business goals to deliver a superior customer experience. In addition, he will oversee the company’s various contact and service centers, lead quality assurance programs and develop tools to track customer metrics, all designed to create a positive, interactive dialogue with our customers.
“Meeting and even exceeding the needs of our customers each and every day is Cablevision’s top priority, which is why we continually invest in our people, our products and our services,” Hildenbrand said. “Frank’s demonstrated expertise in designing, implementing and managing service organizations is critical as we strive to deliver the outstanding experience that our customers deserve.”
Previously, Mansour served as chief customer officer of FreshDirect, which is an online grocer on the East Coast, where he oversaw the development of the company’s service environment. In that role, he managed the customer contact centers and identified opportunities for applying innovation and creativity in the centers’ operations, ultimately increasing productivity and capacity.
Prior to joining FreshDirect, he held a variety of senior customer service management roles in the financial industry. Most recently, he was first vice president, strategy and development, contact centers of TD Waterhouse Investor Services, currently TD Ameritrade, where he implemented a customer satisfaction program and developed a training organization for the service division.
“It is an exciting time for Cablevision and our loyal customers, and I look forward to working with Wilt and the senior management team to deliver on the company’s customer-centric objectives and to create a world-class service organization,” Mansour said.