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Charter’s Top Customer Service Exec Exiting

Charter Communications Inc. says it will restructure its customer service operations, as the head of the organization prepares to exit the company.

Joe Stackhouse, senior VP of customer operations at Charter since 2007, is leaving the MSO, company spokeswoman Anita Lamont confirmed Tuesday. "Joe will be assisting us through a transition period as we focus on further enhancing the customer service experience in this next phase, then he’ll be heading back to Chicago to be with his family," Lamont said in an email to Light Reading Cable.

Stackhouse had been based at Charter's headquarters in St. Louis. Before joining Charter in 2007, he was a senior vice president at Comcast Corp. (Nasdaq: CMCSA, CMCSK)'s greater Chicago region, and worked earlier in SVP roles at AT&T Broadband and Tele-Communications Inc. in Colorado -- major MSOs that have since merged with Comcast.

Charter executive VP of operations and chief technology officer Marwan Fawaz notified employees in an email last week that Stackhouse would be leaving the company. He noted that Stackhouse had helped Charter consolidate its customer care centers and convert its billing system to a single provider.

"The overall performance of our customer care centers has increased under Joe’s leadership, including improved first call resolution and higher service levels," Fawaz wrote.

The leadership change comes less than one year after Charter emerged from a Chapter 11 bankruptcy reorganization. (See Charter Leaves Chapter 11 .)

Fawaz, who was named CTO at Charter in 2006, added the additional operations duties in May. (See The Evolving World of Marwan Fawaz .)

In his email to employees, Fawaz noted that Charter is entering a new era. "New phases often mean changes in strategy, focus and leadership," he added.

Fawaz didn't detail how Charter's customer care operations would be restructured, but he said Stackhouse would help the MSO through a transition period "as we realign the leadership responsibilities of the Care organization."

— Steve Donohue, Special to Light Reading Cable

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