Head of Programs, Madagascar

About Viamo

Mobile technology is revolutionizing how organizations engage with their end-users. 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. Moreover, 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 connects individuals and organizations using digital technology to make better decisions.

With more than 35 million people reached in 2021 alone, we are well on our way to meeting our goal of reaching 50 million people annually by 2023.

About the role

The Head of Programs (HOP) is part of our growing implementation team in Madagascar, working with some of the most innovative development organizations and private sector companies. This role will provide overall leadership, management, and strategic vision to the implementation team in Madagascar. Specifically, the HOP will support their team of Program Managers to ensure that the project design, development, implementation, and review processes meet the required quality standards. The HOP will also be responsible for supporting capacity planning, training, and staff development to ensure the availability of highly skilled and engaged Program Managers to lead Viamo's project implementation.

Key Responsibilities

Client Management

  • Represent Viamo with strategic clients, working closely with them to establish complex Scopes of Work (SoWs), annual work plans, budgets, and deliverable schedules that meet their ICT4D needs.
  • Participate in regular coordination meetings with consortium members and/or government and private sector stakeholders.
  • Carry out field visits to project intervention areas to participate in/support community mobilization and orientation efforts.
  • Solicit and document regular partner feedback to inform the ongoing development of Viamo’s solutions

Team Management

  • In collaboration with the Head of Implementation for the East Africa hub, support the planning, recruitment, selection, and training of the implementation team in Madagascar.
  • Coach and manage the Senior/Program Managers while providing access to high-quality learning opportunities, emphasizing career development.
  • Promote accountability, communicate expectations, and provide constructive feedback informally and formally via regular one-on-one and performance reviews.
  • Ensure that Program Managers are trained and proficient in using Project Management tools such as Wrike to improve project management efficiency.
  • Ensure the team culture is positive, transparent, and focused on staff wellbeing.

Project Quality

  • Closely monitor project implementation according to established work plans and deliverables schedules and support Program Managers in implementation when needed
  • Oversee the development and fulfillment of all progress and financial reporting requirements, as agreed upon with clients.
  • Ensure quality review of project progress reports written by PMs and ensure writing of final reports and complex project reports, as mentioned in the project contracts.
  • Support the operationalization of systems to promote accountability to clients and end-users of Viamo products by reviewing and resolving all project severities (1,2 and 3) in country
  • Ensure the smooth integration of project quality and accountability standards into the daily work of PMs.
  • Analyze root causes of project issues to identify triggers for customer dissatisfaction and roll out mitigation measures, including service delivery training for Program Managers.
  • Support PMs in monitoring invoicing milestones and project financial KPIs including but not limited to project burn rate and variance.
  • Together with the Country Director, Head of Implementation, and Regional Director, review revenue projections on a quarterly basis, identify invoices at risk, and take corrective actions.

Strategy and Planning

  • Manage the capacity of Program Managers to ensure optimum resource utilization is achieved in the country/region program.
  • Promote team learning by ensuring that project innovations and impact are analyzed, documented to contribute to learning, and effectively communicated internally.
  • Develop and implement strategies to monitor and improve Viamo's Delight KPIs including CSAT results, NPS scores, and implementation delays.

Project Operations Management

  • Coordinate with Viamo's Country Director and/or Head of Implementation on a regular basis to ensure the achievement of project targets.
  • In collaboration with other HOPs, HOIs, and the PQ Director, review and develop Implementation tools, SOPs, processes, and guidance documents for effective project delivery.

Business Development Support

  • Support the Country Director in the identification of repeat business opportunities; track and respond to RFPs, and design high-quality scopes of work and budgets.

Key Performance Indicators

  • Implementation quality: Net Promoter Score
  • Revenue: Target Attainment, Variance
  • Burn Rate & Annual Obligation Variance (for complex projects

Team and Reporting Structure

  • Reports to the Country Director
  • Line manages the Program Managers in Madagascar
  • Works closely with the Head of Implementation, and other Heads of Programs.



  • Bachelor's Degree in Social Sciences. A Masters Degree in Development, Economics, or Management preferred
  • Minimum 7 years of project management experience with at least 3 years in a team management role in an international organization
  • Demonstrated experience in leading and managing complex projects including the development of complex SoWs and budgets.
  • Demonstrated strategic planning, staff development, and capacity-building experience.
  • Excellent oral and written communication skills
  • Languages: Professional proficiency in French and English (oral and written) is required. Knowledge of Malagasy is highly appreciated.


  • Experience implementing USG-funded, or other projects funded by bilateral or multilateral organizations.
  • Demonstrated experience learning and onboarding staff in software programs and web applications
  • Advanced Excel skills
  • Project Management Certification like CAPM, PMP, PRINCE2 or PMDPro
  • Proven success with business development in Madagascar

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.

Apply now with a CV and a short cover letter.