Platform Manager Viamo

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 is leading a global movement of nonprofits, governments, and businesses who want to communicate with the people they serve via mobile. We envision a world where all people have access to the information they need to make decisions for healthy, prosperous lives.

Viamo connects individuals and organizations using digital technology to make better decisions.

With more than 35 million people reached in 2023 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 667 Service, accessible through IVR (Interactive Voice Response) and USSD channels. By calling 667 through your MTN connection in Zambia, 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 Platform Manager for Zambia, you will be responsible for ensuring a high quality and an impactful mobile service(s). You must be able to empathize with Viamo’s end users (our beneficiaries) to understand their needs to access information as well as products and services offered by our clients. You will work closely with the global and country team to deliver memorable and socially impactful experiences to both our end users and clients through the platform. As the IVR Platform expert, you will be expected to take ownership of the following

Partner Relationship Management
Content Development
Platform User Experience
Platform Strategy and Growth
Maintenance and Operations
Monitoring & Reporting

You will be responsible for each step of the content development process, ensuring that key messages follow best practices, and are translated, recorded and pre-tested correctly. You will be the IVR platform expert, identifying the content needs of end users, building the audio and text trees (using the Viamo Cloud Software), 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 Mobile Network Operators and NGO partners.

Key Responsibilities

1. Manage Platform Operations

Master all functionality of the Viamo Cloud Software for the creation and management of IVR user journeys by leveraging global best practices.
Continually monitor and test the platform on a daily basis and solve any problems that arise.
Monitor and track all performance indicators and be the first to identify positive or negative trends that can inform decisions to improve impact.
Create and organize the content scripts 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.
2. Help Create and Execute Platform Growth Strategy

Connect with end users to determine content areas that will help build partnerships to drive growth on the platform.
Research the content and media landscape to discover content sources that will help address end-user needs
Test alternate marketing channels to drive new users to the platform and measure the ROI for experiments
Synthesize local insights and work together with the global team to produce a long-term growth strategy and roadmap.
3. Content Management

Identify the content needs of end users and liaise with the country manager/director to identify the right partners.
Ensure that the platform has updated and relevant content all the time.
Help facilitate content development and validation workshops in collaboration with external partners and other local stakeholders.
Lead the pre-testing of new content for message quality and comprehension and where necessary, identify, train, and supervise researchers for testing of content, according to testing guidelines and create summary reports for content improvement.
4. Test and Impact

Pilot and test new ideas to improve user experience and increase impact and achieve targets.
Work with the global platform team to create and run content, marketing, and user experience pilots and measure the impact to the platform engagement.
Learn from experiments conducted globally and replicate after local customization in Zambia.
5. Manage Partner Relationships

Engage with mobile network operator(s) to create mass awareness of the platform through marketing to reach our target audience.
Manage content partnerships to understand and guide the client needs to create delight and ensure that they see continued value in the service.
Share data-driven insights and create actionable reports as agreed with the partner to improve impact delivered by their content.
6. Provide Project Management Support

Support the Country Manager/Director as needed for Viamo’s work in Zambia, particularly with business development efforts for the service and other Viamo products
Lead project implementation, supporting translation, recording, testing needs, etc.
Carry out technical deployment of different products and projects on the platform through Viamo Cloud Software
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

Number of Listeners / Monthly Active Users
Number of Key Messages Listened to / Monthly User Benefits
Average Benefits per User
Caller to Listener Ratio
Monthly User Retention
Consistency in Completion of Monthly Tasks

Team and Reporting Structure

Reports to Country Manager/Country Director in Zambia

Profile

Required

University degree in Computer Science, IT, Engineering, and/or Business
3+ years of professional experience, preferably in IT product management or working with mobile value added services
Mastery of computers and mobile technology with proficiency in Microsoft Office (Word, Excel, PowerPoint)
Experience with data collection and data monitoring, particularly product growth and engagement metrics
Excellent project and programme management skills with emphasis on customer service.
Experience with content creation, especially for social and behavior change.
Fluency in at least 2 of these local languages; Nyanja, Bemba, Tonga, Lozi
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 of working with media and content production partners for e.g. radio stations.
Ability to perform basic quantitative and qualitative analysis to gauge platform health and performance

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.