Summary
Overview
Work History
Education
Skills
Certification
Awards
Languages
Timeline
Generic

Sarah Puffer

Atlanta,United States

Summary

Strategic leader with a track record of transforming executive priorities into tangible results. Built operating models and drove initiatives that delivered $300M in annual savings while enhancing customer satisfaction through improved processes and stakeholder alignment.

Overview

1
1
Certification
20
20
years of professional experience

Work History

Director, Business Process & Journey Management

Cox Automotive Inc.
Atlanta, United States
06.2026 - Current

Director, Customer Experience, Operations, and Business Transformation

Cox Communications
Atlanta, United States
03.2023 - 06.2026
  • Built operating models and intake processes to manage 550+ inquiries and 250+ initiatives.
  • Led customer-focused programs driving faster installs, lower escalations, improved satisfaction, and major platform migrations impacting millions of customers.

Senior Manager, Operations Process Management

Cox Communications
Atlanta, United States
01.2020 - 03.2023
  • Drove enterprise operating and cost transformation, leading AVP-SVP teams to identify and operationalize $300M+ in annual savings.
  • Redesigned a regional operating model, consolidating six regions into three and delivering $12M in recurring savings.
  • Advanced customer, agile, and CRM strategy execution, partnering across 10 departments to refresh the enterprise CRM value case, enabling ~90 employees in SAFe, and translating customer segmentation strategy into a multi-year roadmap impacting frontline support, process, and technology.

Manager, Customer Care Strategy & Process

Cox Communications
Atlanta, United States
08.2018 - 01.2020
  • Owned customer support and launch readiness for large-scale product and device programs, designing support strategies for initiatives impacting 590K+ customers and leading 12 enterprise product launches affecting ~3,000 frontline agents.
  • Partnered cross-functionally with Product, Technology, Field Operations, and Sales to align customer experience design, launch timing, tools, training, and frontline execution while driving adoption, efficiency, and operational savings.

Project Manager II

Cox Communications
07.2017 - 08.2018
  • Led enterprise program to improve billing and payments journey process, experiences, and policies for ~6M residential and commercial customers, delivering 17 launched initiatives and multiple future-state designs.

Project Manager I

Cox Communications
Greater Atlanta Area
10.2015 - 07.2017
  • Managed nationwide rollout of usage-based billing, leading end-to-end execution across scope, schedule, budget, risk, and executive communications while coordinating complex cross-functional teams and contributing to $400M+ in annual revenue.
  • Supported additional projects at various stages of development.

MBA Graduate Student

Duquesne University
Pittsburgh, United States
08.2013 - 05.2015

Division I Women's Rowing Coach

Duquesne University
Pittsburgh, United States
08.2010 - 05.2015
  • Led training programs for 115 Division I student-athletes.
  • Evaluated athlete performance, technical skill, and crafted strategies to improve based on analysis and observations.

Senior Marketing Consultant

SnapRetail
Pittsburgh, United States
09.2011 - 08.2013
  • Created and executed digital marketing strategies for 250+ clients in 21 retail verticals.

Student-Athlete, Women's Rowing

University of Wisconsin-Madison
Madison, United States
08.2006 - 06.2010
  • Led Division I program to Big Ten and Central Region championships and 7th place NCAA finish.

Education

Master of Business Administration (MBA) -

Duquesne University
Pittsburgh, PA
05-2015

BA - Communication Arts, Environmental Studies

University of Wisconsin-Madison
Madison, WI
06-2010

Skills

  • Retail Marketing
  • Sports Coaching
  • Team Building
  • Business transformation
  • Problem solving
  • Strategic planning
  • Customer journey mapping

Certification

  • Human Centered Design Practitioner
  • Six Sigma Green Belt
  • Design Thinking Essentials
  • First Aid / CPR
  • CAPM

Awards

  • Dean's List
  • Big 10 Academic All-Conference
  • Collegiate Rowing Coaches Association Scholar Athlete

Languages

English

Timeline

Director, Business Process & Journey Management

Cox Automotive Inc.
06.2026 - Current

Director, Customer Experience, Operations, and Business Transformation

Cox Communications
03.2023 - 06.2026

Senior Manager, Operations Process Management

Cox Communications
01.2020 - 03.2023

Manager, Customer Care Strategy & Process

Cox Communications
08.2018 - 01.2020

Project Manager II

Cox Communications
07.2017 - 08.2018

Project Manager I

Cox Communications
10.2015 - 07.2017

MBA Graduate Student

Duquesne University
08.2013 - 05.2015

Senior Marketing Consultant

SnapRetail
09.2011 - 08.2013

Division I Women's Rowing Coach

Duquesne University
08.2010 - 05.2015

Student-Athlete, Women's Rowing

University of Wisconsin-Madison
08.2006 - 06.2010

Master of Business Administration (MBA) -

Duquesne University

BA - Communication Arts, Environmental Studies

University of Wisconsin-Madison
Sarah Puffer