FTTH Operations Manager

Company description:

Digicel Group Limited

Job description:

Primary objective of the job:

The FTTH Operations Manager is responsible for leading the delivery and operational performance of Digicel+ fixed services across Suriname and Guyana, with strong focus on FTTH rollout, installation quality, activation, and service readiness.

While the role must maintain oversight of technical implementation, it also carries responsibility for the wider customer base, including churn management, customer premises equipment (CPE) collection, and support of debt collection processes. The role works across Commercial, Technical, Customer Care, Field Operations, and vendor partners to keep Digicel+ growth, service quality, and customer retention under control.

Main Duties and Responsibilities:

• Digicel+ Delivery and Installation

Lead day-to-day delivery of Digicel+ fixed services across Suriname and Guyana, with focus on FTTH rollout, installation readiness, activation, and service stabilization.

Coordinate technical, field, vendor, and commercial stakeholders to ensure builds and customer connections are delivered on time and to standard.

• Customer Retention and Churn Management

Monitor churn and retention performance, identify service and operational drivers, and coordinate actions with Commercial, Customer Care, and Field Operations to reduce avoidable disconnects.

Maintain close follow-up on early-life customers and recurring service issues to improve retention and customer experience.

• CPE Collection and Debt Support

Oversee CPE recovery processes for disconnected customers and support debt follow-up in line with market policy and operational processes.

Ensure collection gaps, unreturned equipment, and overdue customer cases are tracked and escalated promptly.

• Vendor and Operational Governance

Manage vendors, installation partners, and contractors, ensuring service levels, issue resolution, and execution discipline.

Maintain clear reporting on installations, churn, CPE recovery, debt follow-up, and operational performance, and provide regular updates and recovery plans to management.

Academic qualifications and experience required for job:

• Bachelor’s degree in Telecommunications, Engineering, Information Technology, Business Administration, Project Management, or a related field.
• 3 to 5 years’ experience in telecommunications, fixed broadband, FTTH / FTTx, service delivery, customer operations, or a related management role.
• Proven experience coordinating vendors, contractors, field teams, and cross-functional stakeholders.
• Good understanding of fixed service delivery, customer installation, churn drivers, and operational controls linked to collections and asset recovery.
• Strong reporting, stakeholder management, and problem-solving capability.
• An acceptable level and combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Strong ability to coordinate multiple workstreams and manage competing priorities with accuracy and consistency.
• Ability to read and interpret rollout plans, operational reports, vendor updates, and customer performance trends.
• Strong problem-solving skills with the ability to identify root causes and drive corrective actions.
• Ability to communicate effectively with senior management, vendors, field staff, and customer-facing teams.
• Strong interpersonal and people-management skills, with the ability to influence others and maintain alignment across teams.
• Customer-focused mindset and the ability to stay on top of churn drivers, service issues, and retention risks.
• Good follow-through in relation to installations, CPE recovery, and debt follow-up processes.
• Attentive to detail, self-motivated, and result-oriented.
• Strong organizational skills and ability to operate autonomously.
• Computer literate in Microsoft Office Suite and comfortable with project tracking and reporting tools.
• Knowledge of fixed service delivery, vendor management, customer lifecycle processes, and field operations practices