Senior Director, WiFi Operations

Comcast • Philadelphia, PA

9h

About The Position

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.

Requirements

• 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.

Nice To Haves

• MBA preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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 benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior