Viamo

Program Assistant, Zambia

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 M people annually by 2023.

About the role

The Program Assistant will be part of our implementation team in the Southern Africa Region, Zambia Office. You will ensure that every project is implemented 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 the health, education, agriculture, financial inclusion sectors, and many 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 the implementation of the following Viamo products:

  • Digital Surveys
  • Digital Campaigns
  • Digital Training

This position is contingent on successful signature of an impending contract.

Key Responsibilities

Client Management

  • Lead the design and launch effective mobile engagement projects using the Viamo platform. 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.
  • Facilitate training, content development and validation workshops in collaboration with clients and content specialists/consultants where necessary.
  • Advise clients in optimizing content and strategies to achieve maximum user engagement, using Viamo’s best practices for each product
  • Supervise qualitative and quantitative user research and conduct field testing of solutions when needed.
  • Monitor project results. recommend changes to improve performance, and communicate them with the client and project stakeholders on a regular basis.
  • Deliver insights to clients by analyzing data and creating narrative and analytical reports.
  • Lead projects close out with clients, solicit and document feedback, including needs and expectations to inform the ongoing development of Viamo’s solutions.
  • Support CM/CDs with business development efforts, for example in new project design during proposal phase.

Project Implementation

  • Master Viamo’s platform including: configuration, route setup and content building for Viamo’s product suite.
  • Develop and manage work plans, and deliverable schedules for assigned projects.
  • Utilize Viamo’s best practices and SOPs throughout project execution.
  • Track overall project costs, ensuring that revenue forecasting is accurate, invoices are issued according to the deliverables schedule and any variance issues are addressed.

Internal Coordination

  • Coordinate with and solicit technical inputs from relevant Viamo departments when needed and ensure incorporation in project implementation.
  • Document and share lessons learned and best practices from managed projects for internal and external use.
  • Contribute to the implementation team buddy system

Key Performance Indicators

  • Revenue: project invoiced according to deliverables schedule, i.e. Variance.
  • Delight: Customer Satisfaction Score (CSAT)
  • If applicable: Burn Rate & Annual Obligation Variance (for complex projects)

Team and Reporting Structure

  • Reports to the Head of Programs, Zambia
  • Works closely with the Head of Implementation, Country Manager/Director(s) and fellow Program Manager

Profile

Essential

  • University degree and 2+ years of demanding professional experience in a client-facing role
  • Demonstrable interest in the use of technology for development
  • Experience working with any combination of: social enterprises, INGOs, MNOs, and/or the private sector
  • Excellent project management skills, including reporting
  • Proven ability to manage a portfolio of numerous complex, small and large projects at one time
  • Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed
  • Quantitative and analytical skills – including experience with large data-sets and data analysis, primarily using Excel.
  • Comfortable with technology with an aptitude for learning new technology platforms.
  • Excellent written and oral communication skills in English.
  • This position is only open to Zambian citizens or residents with the right to work in Zambia.

Desirable

  • Excellent oral and written communication skills in the primary national language(s)
  • Experience implementing USG-funded projects
  • Budgeting and project financial management experience
  • Knowledge of software for data analytics and visualization (Tableau, Power BI, Google Data Studio, STATA etc