Senior Director, WiFi Operations

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Internet connectivity is a rapidly evolving and hyper-competitive space. As Comcast continues to expand its portfolio of affordable and high-value internet services, operational excellence has never been more critical. This Senior Director, WiFi Operations role is a key leadership position within the Consumer Internet Services team, responsible for end-to-end delivery across a portfolio of operational programs, customer experience initiatives, and data-driven insights functions. The Senior Director will directly lead a team of experienced directors and managers overseeing: income-constrained program eligibility and subsidies (Internet Essentials, Lifeline, and related federal programs); customer-facing communications and channel migration initiatives; and reporting, analytics, and product operations development. This leader will coordinate closely across Xfinity brand functions, Government Affairs, Field teams, and technology partners to drive performance against subscriber, revenue, cost, and experience goals. This is an excellent opportunity for a strategic, operationally fluent leader who thrives in a matrixed, fast-paced environment and is passionate about serving value-segment and income-constrained customers.

Job Description

Core Responsibilities

Team Leadership & Development

• Lead and develop a high-performing team of directors and managers across three core operational functions: eligibility & subsidy program management, customer communications & channel initiatives, and reporting & analytics.
• Provide guidance, coaching, and development support—including stretching emerging talent into broader product management ownership.
• Set clear performance expectations, foster accountability, and create an environment where team members are motivated to grow and deliver.
• Manage team health and engagement (eNPS), ensuring the team operates with purpose and clarity.

Internet Essentials & Subsidy Program Operations

• Oversee operations and performance management for Internet Essentials, including the income-constrained customer verification program, Lifeline programs, and all federal and state subsidy initiatives.
• Partner closely with Government Affairs, Regulatory, and Sales teams to ensure compliance with program requirements and to optimize subscriber growth and retention.
• Drive continuous improvement in eligibility verification workflows, application operations, and customer support processes for the income-constrained segment.
• Monitor program performance against budget, subscriber, and customer satisfaction targets; lead development of corrective action plans as needed.

Customer Experience & Communications Initiatives

• Provide executive oversight for customer-facing communications campaigns and migration programs (e.g., channel transitions, platform migrations, email migrations), ensuring seamless customer experience and effective stakeholder coordination.
• Champion exploration and adoption of new channels, analytics tools, and emerging technologies to continuously improve how the team serves customers and operates.
• Collaborate with Customer Experience, Marketing, and Technology teams to translate operational insights into improved customer journeys.

Reporting, Analytics & Insights

• Oversee the development and maintenance of ongoing performance reporting, operational dashboards, and analytical frameworks across the operations portfolio.
• Use consumer, competitive, and market insights together with internal analysis to assess performance and surface actionable recommendations for leadership.
• Foster a data-driven culture within the team, encouraging rigorous analytical thinking and clear communication of findings to senior stakeholders.

Cross-Functional Collaboration & Stakeholder Management

• Serve as the team's liaison and subject matter expert to a broad set of partners including Government Affairs, Sales, Customer Experience, Technology, Business Intelligence, and Field operations.
• Manage key leadership forums, drive alignment and decision-making, and represent the operations team in executive reviews.
• Collaborate and influence across a highly matrixed environment to achieve shared goals, navigate competing priorities, and accelerate program delivery.
• Acts with urgency to identify and remediate any customer or frontline-agent-impacting issues across the operational portfolio.

Minimum Qualifications

• Bachelor's Degree in Business or equivalent; MBA preferred.
• 10+ years of progressive experience in operations, product management, strategy, or a related field, with a minimum of 5 years leading teams.
• Demonstrated experience managing complex, ongoing operational programs—including performance reporting, process improvement, and cross-functional coordination.
• Experience with regulated or subsidized consumer programs (e.g., Lifeline, ACP, or similar federal/state subsidy programs) is a plus.
• Strong financial and analytical acumen; comfortable working with complex data sets, financial models, and drawing insights from incomplete information.
• Exceptional executive communication skills—written and verbal—with a track record of influencing senior stakeholders.
• Natural collaborator and change agent; proven ability to build trust across teams, navigate ambiguity, and drive results in a matrixed organization.
• Demonstrated success developing and coaching team members at varying stages of career progression.
• Deep interest in consumer technology products, internet connectivity, and digital services.
• Self-starter with ability to quickly grasp complex subject matter and move from insight to action.
• Ability to travel approximately 10%–15% of the time.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent, and punctual attendance. Must be able to work variable schedules as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game–changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Business Strategies; Business Case Development; Data Analysis; Product Operations; People Leadership; Product Management; Leading by Influence

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +