Mobile technology is revolutionizing how organizations engage with populations 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, three billion people still lack access to relevant and timely information in local languages and their voices remain underheard.
Viamo's vision is to be the organization that brings the world’s knowledge to the next billion people via voice.
The “Road to 100 Million Users” requires a product that is safe, affordable, available in local languages, and functional on any mobile phone. We manage the Viamo Platform, a national public information service called 8-4-5 in Rwanda. By calling 8-4-5 through an MTN connection, anyone in Rwanda with access to a basic mobile phone can access information on topics such as health, agriculture, financial literacy and more via IVR and a generative IA voice assistant, “Miss Baza”. To meet our scale and sustainability objectives, we are shifting from a project-funded model to a market-led utility embedded in the daily lives of users and the operations of partners.
About The Role
This is a hybrid role which straddles two Viamo teams: platform, and delivery.
As part of Viamo’s global platform team, you will play a key role in monitoring the continued quality and success of the 8-4-5 Service. You will ensure excellent working relationships with MNO partners and will support global colleagues working on Content Management, UX, platform growth, and piloting / evaluating new initiatives. You will help ensure that messages are translated, recorded and pre-tested correctly and that platform uptime is monitored.
In addition, the Platform+Program Manager is part of Viamo’s delivery team in East and Southern Africa. You will ensure that projects under your management are 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 and lead the implementation of the following Viamo products:
Digital Surveys
Digital Campaigns
Digital Training
Generative AI Voice Companions, “Ask An Expert (AAE)”
Finally, this role supports Viamo’s global finance team to carry out finance and administration tasks requiring in-person presence in Kigali.
Key Responsibilities
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.
Miss Baza
Complete daily testing of Miss Baza to ensure up time
Provide Kinyarwanda language support, including but not limited to: T&R support and quality review of new model components being tested
Contribute to the coordination of weekly MTN meetings and attend relevant meetings
Contribute to the building, testing, and iteration of trees as needed for experiments and UX improvements
All other tasks as required within designated timelines
Engage with mobile network operator(s) to create mass awareness of the platform through marketing to reach our target audience.
In collaboration with the engineering & product team, launch and scale transactions on the platform. Likely sub activities include: maintain a positive and compliant relationship with mobile money telco representatives, design and refine the transaction user experience on the Viamo platform, delight providers of products and services sold on the platform (airtime, insurance, etc.), and share findings with relevant stakeholders around the company.
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.
Key Performance Indicator
Platform (50% LoE)
Monthly Active Users (MAUs) : growing from 1.1m
Monthly User Benefits (MUBs): growing from 16m
Paid MAUs
Delivery (50% LoE)
Revenue: Timely execution (invoicing) of deliverables
Monthly Variance: <-5%
Delight: Net Promoter Score (NPS)
Reporting Structure
Reports to the Regional Platform Manager, Mamitiana Ramiarambololona
Matrix line reporting to the Senior Program Manager, ESA, Ivan Mugume
Location
Located in Kigali, Rwanda, focused on operations in Rwanda but potentially also servicing needs across East and Southern Africa
Profile
Essential
University degree and 5+ years of professional experience in any combination of: social enterprises, MNOs, and/or the private sector
Demonstrable interest in the use of technology for development
Experience of working with third parties and managing partnerships, especially with MNOs
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 and Kinyarwanda
Desirable
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.)
Experience with conducting user research and synthesising insights into product roadmaps.
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.
