Regional Parish Operations Supervisor

About Digicel

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.

Regional Parish Operations Supervisor 

Digicel is seeking a Regional Parish Operations Supervisor  to lead operational governance, retail standards and compliance, and performance management activities across company-owned and dealer-operated channels. Reporting to the Senior Manager Sales & Retail Operations, the incumbent ensures operational excellence, regulatory compliance, exceptional customer experience, and continuous improvement across the Consumer business.

About this Role

Working closely with cross-functional teams and dealer partners, the position focuses on improving efficiency, strengthening controls, enhancing customer outcomes, and delivering sustainable business performance through data-driven decision-making and effective stakeholder management. The role also provides leadership and development to a team of direct reports, fostering a culture of accountability, governance, and operational excellence.

Role Scope

General:

• Coach, develop, and manage direct reports to ensure achievement of operational objectives and continuous improvement.
• Drive compliance through respective stakeholders to Digicel’s systems and tools.
• Resolve store issues affecting performance and where necessary escalate issues to the relevant teams through to resolution.
• Support the execution of operational initiatives and cross-functional projects across Retail, After Sales, and Consumer channels.
• Act as the primary escalation point for operational issues impacting store performance, customer experience, compliance, and service delivery.
• Coordinate cross-functional stakeholders to implement operational improvements and resolve recurring business challenges.
• Support the implementation of new processes, systems, policies, and operational initiatives across Retail and Dealer channels.

Dealer Stores & Grey Market

• Monitoring department’s KPIs and recommending measures for improvement with focus on customer centricity and optimum efficiencies.
• Identify potential problems and points of friction and work with key stakeholders to resolve these issues in a timely manner to ensure implemented solutions maximize operational efficiency and revenue.
• Conduct regular store visits, operational reviews, and compliance assessments to identify opportunities for operational improvement and risk mitigation.
• Monitor stock availability and coordinate with Supply Chain and Retail teams to address stock-related risks impacting store performance.

Inventory Governance & Asset Control

• Monitor inventory control processes across Retail and Dealer channels to ensure compliance and inventory accuracy.
• Conduct inventory reconciliations and investigations into inventory discrepancies, variances, and losses.
• Partner with Supply Chain and Retail teams to improve stock availability while minimizing inventory risk.
• Ensure compliance with device, SIM, accessory, merchandising, and asset management processes.

Governance & Compliance:

• Serve as custodian of Retail Operating Manual compliance across company-owned and dealer-operated locations.
• Monitor compliance trends and recommend processes, policy, and control enhancements to strengthen operational effectiveness.
• Support internal and external audits and coordinate responses to audit requests.
• Conduct periodic retail operational audits and compliance reviews across company-owned and dealer locations.
• Monitor adherence to Retail Operating Manual standards, policies, SOPs, and regulatory requirements.
• Track, report, and drive closure of audit findings and compliance gaps across the retail network.
• Ensure customer documentation and contract execution processes remain compliant with business and regulatory requirements.

Risk Management & Controls:

• Identify operational risks within retail and dealer operations and implement mitigation plans.
• Maintain oversight of key operational controls relating to inventory, cash handling, customer onboarding, and device management.
• Escalate control failures and operational risks to management and relevant stakeholders.

Retail Standards & Customer Experience

• Conduct regular store standards assessments and develop corrective action plans for non-compliant locations.
• Monitor execution of merchandising, branding, customer experience, and service delivery standards.
• Partner with Retail, Sales, and Customer Experience teams to improve NPS and service quality outcomes.
• Monitor compliance with store presentation, merchandising, branding, and facility standards.
• Ensure corrective actions arising from customer complaints and service recovery activities are effectively implemented.

Vendor & Dealer Management

• Support operational governance of dealer partners to ensure compliance with contractual and operational requirements.
• Conduct operational performance reviews with dealer partners and drive corrective actions for underperforming locations
• Support onboarding, performance management, and operational reviews of dealer partners and third-party vendors.

Data & Performance Analytics

• Analyze operational trends and performance data to identify efficiency opportunities and recommend corrective actions.
• Monitor and analyze operational, compliance, and customer experience metrics to identify trends, risks, and improvement opportunities.

Alignment with departments Operational strategy

• Review and improve existing policies and procedures to recommend/implement new ones for department and dealer store operations improvement.
• Organize projects as required for improving efficiency and bring to completion within timeline and budget.
• Lead continuous improvement initiatives aimed at improving operational efficiency, governance, customer experience, and cost effectiveness.
• Support execution of the department's strategic objectives through effective project management and change implementation.

Incident Management & Investigations

• Lead investigations into operational breaches, customer escalations, inventory discrepancies, fraud concerns, and policy violations.
• Document findings, root causes, recommendations, and corrective actions arising from investigations.
• Track corrective actions through to closure and provide status updates to management.

Reporting

• Prepare and present weekly and monthly operational performance reports, highlighting key achievements, risks, compliance issues, and recommended corrective actions
•  Provide ad hoc reporting and analysis to support business decision-making.

Qualifications & Experience

• Bachelor’s Degree or equivalent certification with 2+ Years in operations, distribution or sales.
• 1 year + Leadership experience in sales /distribution.
• Must own and operate a reliable motor vehicle and a valid drivers license.

Interested applicants are encouraged to apply on or before Sunday, October 25, 2026

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.