3-2-1 Product Manager, Kenya

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. 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 30 million people reached in 2020 alone, we are well on our way to meeting our goal of reaching 50M people annually by 2023.

We manage a national toll-free public information service called the 3-2-1 Service using Interactive Voice Response, USSD, and SMS. By calling 3-2-1 in Kenya on Safaricom, anyone with access to a mobile phone will be able to access information on topics such as health, agriculture, financial literacy, and more. In a series of “listen, then choose” steps, callers will 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

As the 3-2-1 Product Manager, you will be responsible for ensuring a high-quality impactful 3-2-1 Service. You must be able to empathize with Viamo’s mobile users (our beneficiaries) to understand their needs to access information as well as products and services offered by our clients: buying, selling, booking appointments, redeeming vouchers, etc. You will be responsible for each step of the content creation process, ensuring that key messages follow best practices, and are translated, recorded, and pre-tested correctly. You will be the IVR platform expert, building the audio and text trees, updating content, and troubleshooting. You will play a key role in monitoring the continued quality and success of the Service, piloting and evaluating new initiatives, and reporting to MNO and NGO partners.


Key Responsibilities

    1. Manage 3-2-1 day-to-day activities and manage content on the Viamo platform.

    • Master all functionality of the Viamo platform for the creation and management of content trees with 3-2-1 best practices.
    • Create and organise the content scripts with 3-2-1 best practices to share with the team for translation and recording followed by quality assurance to ensure that all received content is of high quality, in the agreed-upon format, and delivered on time.
    • Continually monitor and test the Service and solve any problems that arise.

      2. Manage relationship with Mobile Network Operator (MNO) partner.

      • Engage with key stakeholders to ensure that they see continued value in the Service
      • Create 3-2-1 promotion messages with best practices and work with counterparts to schedule and send BTL messages to our target audience.
      • Share data and create reports as needed

      3. Monitoring and Reporting

      • Lead the pre-testing of new 3-2-1 content for message quality and comprehension. If necessary, identify, train, and supervise researchers for testing of content, according to 3-2-1 testing guidelines and create summary reports for content improvement.
      • Create reports for content partners and MNOs on a monthly basis, or as agreed.
      • Monitor and track all 3-2-1 related statistics and be the first to identify positive or negative trends that can inform decisions to improve impact.

      4. Pilot and test to improve user experience and increase impact

      • Work with the global 3-2-1 team to create and run pilots and test changes to the Service.
      • Implement and scale improvements and new best practices.

      5. Other: Assist with Kenya project management support

      • Support the Country Manager as needed for Viamo’s work in Kenya, particularly with business development efforts for the 3-2-1 service and other Viamo products
      • Lead project implementation, supporting translation, recording, testing needs, etc.
      • Carry out the technical deployment of the project on the Viamo platform
      • Monitor and document performance metrics, end-user engagement and impact to inform appropriate changes to project approach and overall implementation as needed.


      Key Performance Indicators

      • Caller-to-Listener ratio
      • Number of Listeners
      • Key Messages listened to
      • Consistency and completion of monthly tasks

      Team and Reporting Structure

      Reports to Country Director, Kenya.

      Profile

      Required

      • University degree and 3+ years of professional experience.
      • Mastery of computers and mobile technology with proficiency in MS Office (Word, Excel, PowerPoint) and Google Suite.
      • Experience with data collection and data monitoring, and qualitative and qualitative analysis.
      • Excellent project and programme management skills with an emphasis on customer service.
      • Experience with content creation, especially for social and behavior change.
      • Strong communication skills, ability to clearly communicate across all levels of stakeholders.
      • Fluency in at least 2 local Kenyan languages
      • Demonstrated ability to multitask, prioritize and coordinate with thorough attention to detail.
      • Proven ability to work independently, flexibility, and willingness to adapt to new tasks as needed.

      Desirable

      • Previous experience working with a Mobile Network Operator or IVR/USSD VAS service.
      • Experience in content development for mobile.
      • Experience with qualitative and quantitative field research.
      • Fluency in local Kenyan languages

      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. n 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.