Mobile technology is revolutionizing how organizations engage with the people they serve. More than 96% of the world’s population has access to a mobile phone, meaning it is now possible to reach nearly every single person on the planet. Yet 3 billion people living in emerging markets still lack access to relevant, timely, and engaging information in their local languages, and their voices remain underheard. The organizations that serve them lack the technology and capacity to reach them, and many are unaware of the power of mobile technology to meet their organizational goals.
Viamo believes that information is power. We connect individuals and organizations using digital technology to make better decisions.
Viamo is the #1 Digital Platform connecting these organizations to the Next Billion users who don't have access to the internet and we are well on our way to meeting our goal of reaching 100 million people annually.
We manage the Viamo Platform, a national public information service accessible through IVR (Interactive Voice Response) and USSD channels. By calling 321 through a Lonestarcell MTN connection in Liberia, anyone with a mobile phone is able to access information on topics such as health, agriculture, financial literacy and more. In a series of “listen, then choose” steps, callers use their phone to select from among hundreds of recorded voice messages to help them make informed decisions and improve their lives.
About the role
The Program Manager is part of our delivery team in Anglophone West Africa. You will ensure that every project is delivered to the delight of our clients who deeply care about the impact of projects. In this role, you will work with a wide range of different clients from health, education, agriculture, financial inclusion sectors, and more. You will support these organizations in the design and implementation of mobile and digital engagement projects across channels (IVR, SMS, USSD, WhatsApp) and lead implementation of the following Viamo products:
Digital Surveys
Digital Campaigns
Digital Training
You will work closely with Viamo’s global Platform team to ensure continuous operation and good performance of the Viamo Platform in Liberia, and with Viamo’s global finance team to ensure the compliance of Viamo’s entity with national regulations.
Key Responsibilities
Deliver & Delight
Delight our partners through high-quality and timely delivery of program deliverables. This includes working with clients to set expectations on what success looks like, clear roles and responsibilities of the client and Viamo and understanding the type of reporting the client is expecting.
Master Viamo’s platform including: configuration, route setup and tree building. Manage partners’ content on platform to ensure their outcomes are met and end-users receive the intended benefits.
Facilitate training, content development and validation workshops in collaboration with clients and content specialists / consultants where necessary.
Deliver insights to clients by analyzing data and creating narrative and analytical reports. Monitor project results, recommend changes to improve performance, and communicate them with the client and project stakeholders on a regular basis.
Manage relationships with mobile network operators to ensure the Platform is operational and necessary commercial infrastructure is in place.
Ensure sound project management: develop annual work plans and budgets, produce and/or approve narrative and financial reports, and coordinate with technical DPMs.
Supervise qualitative and quantitative research and other field activities, as needed.
Track overall project costs, ensuring that revenue forecasting is accurate, invoices are issued according to the deliverables schedule and any variance issues are addressed.
Gather partner feedback to inform the continuous development of Viamo’s offerings.
Document and share lessons learned and best practices from projects for internal and external use.
Support a high-performing country Platform
Monitor and test the Platform on a daily basis and solve any problems that arise.
Monitor performance and user experience indicators and identify positive or negative trends that can inform decisions to improve impact.
Connect with end users to determine content areas that will help drive growth on the platform. Identify potential content partnerships and synthesise local insights to inform the global Platform team’s growth strategy.
Sales Support
Represent Viamo to partners for the development and launch of effective mobile engagement projects.
Secure contract extensions and repeat partnerships with satisfied clients.
Support sales lead with research and landscaping of prospective local clients
Participate in sales meetings to conduct product demos and present project implementation lifecycle to prospective clients.
Legal Representation
In collaboration with Viamo’s global finance team who are responsible for leading on compliance matters:
Represent Viamo with government bodies / national authorities
Sign documents on behalf of Viamo’s local entity (e.g. suppliers, MNOs, clients, consultant contracts, audited financial statements)
Interface with Viamo’s bank where face-to-face representation is needed
Interface with 3rd party legal/financial advisors, where face-to-face representation is needed.
Key Performance Indicators
Revenue: Timely execution (invoicing) of deliverables
Monthly Variance: <-5%
Delight: Keeping above the line and focusing delighting partners (average 8.5 Net Promoter Score (NPS)
Team and Reporting Structure
Reports to the Head of Programs, Ghana, Liberia, Haiti
Profile
Essential
University degree and 5+ years of professional experience in any combination of: social enterprises, INGOs, MNOs, and/or the private sector
Demonstrable interest in the use of technology for development
Excellent project management skills, including reporting
Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed
Comfortable with technology with an aptitude for learning new technology platforms.
Excellent written and oral communication skills in English.
Desirable
Existing relationships and experience working with MTN
Excellent oral and written communication skills in primary national language(s)
Quantitative and analytical skills, including experience with large data-sets and data analysis, primarily using Excel.
Budgeting and project financial management experience
Knowledge of software for data analytics and visualization (Tableau, Power BI, Google Data Studio, STATA etc.).
Viamo is an Equal Opportunity Employer. We value diversity and encourage applications from all candidates. We believe that diverse perspectives help our teams to create innovative solutions and understand our global clients' needs. In alignment with our values, we are committed to recruiting and retaining a diverse global workforce without discrimination.
