Operations Manager

Digicel•Vincent, CA

12d•Hybrid

About The Position

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve. Visit www.digicelgroup.com for more.

Requirements

Business Degree or equivalent with over 5 years requisite Commercial experience
A minimum of 3 years’ snr management experience in a telecoms environment would be an asset.
Record of success in meeting aggressive targets
Proven and demonstrated experience and expertise in Sales or Business Development
Strong interpersonal, verbal and written communication skills, influencing, forceful and convincing.
Telecommunications experience is highly desirable.
Strong leadership qualities with the ability to build high performance teams.
Commitment to excellence and high standards
Ability to work in deadline-driven, fast paced environment.
Versatility, flexibility and a willingness to work within constantly changing

Nice To Haves

A minimum of 3 years’ snr management experience in a telecoms environment would be an asset.

Responsibilities

Drive the execution of the market operating plan, ensuring all business units deliver against agreed operational and commercial targets.
Monitor daily, weekly and monthly business performance across all functions, ensuring timely escalation and resolution of issues affecting KPIs.
Coordinate cross-functional initiatives to improve operational efficiency, customer experience and financial performance.
Lead regular operational review meetings, tracking actions and ensuring accountability for delivery.
Ensure operational readiness for all commercial campaigns, product launches and business initiatives.
Support the preparation and execution of annual operating plans, budgets and forecasts.
Monitor revenue, subscriber, EBITDA, cost and cash flow performance against plan.
Drive cost discipline and operational efficiencies while maintaining service quality.
Coordinate corrective action plans where financial or operational targets are at risk.
Enforce and maintain an effective operational governance framework across all departments.
Ensure departments maintain clear performance dashboards and KPI reporting.
Monitor compliance with company policies, regulatory obligations and internal controls.
Coordinate business continuity, risk management and operational resilience activities.
Coordinate activities across Commercial, Customer Experience, Technology, Finance, HR and Corporate functions to ensure seamless execution.
Remove operational bottlenecks and improve collaboration between departments.
Ensure key projects are delivered on time, within budget and achieve intended business outcomes.
Monitor customer service performance across all channels.
Drive initiatives to improve customer satisfaction, reduce complaints and improve service levels.
Ensure customer-impacting operational issues are resolved quickly and effectively.
Work closely with Technology teams to ensure network availability, service quality and operational reliability.
Monitor major outages and service incidents, ensuring timely communication, recovery and post-incident reviews.
Ensure operational support for network expansion, modernization and infrastructure projects.
Build and maintain productive working relationships with distributors, business partners, suppliers and key external stakeholders.
Support engagement with regulators, government agencies and industry bodies on operational matters.
Represent the company at meetings, operational reviews and stakeholder engagements as required.
Lead, coach and develop direct reports to improve capability and accountability.
Foster a high-performance culture focused on execution, collaboration and continuous improvement.
Support workforce planning, succession planning and employee engagement initiatives.
Identify opportunities to simplify processes, improve productivity and enhance operational effectiveness.
Champion operational excellence initiatives and the adoption of best practices across the business.
Drive automation and process improvements where appropriate.
Oversee the operational rollout of new products, services and business initiatives.
Support crisis management and major incident response activities.
Perform any other duties that are consistent with the responsibilities and level of the position as assigned by the Regional CEO.