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 operation