321 Product Manager – Viamo

3-2-1 Product manager in Botswana

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.

At Viamo, we believe that information is power. We envision a world where all people have access to the information they need to make decisions for healthy, prosperous lives, and have meaningful relationships with governments, civil society, and businesses. We do this by overcoming information gaps and implementation challenges on large scale, high impact projects with a focus on the devices people have, the languages they understand, and the digital channels best suited to their needs.

There are now more mobile subscriptions than there are people on the planet. In low and middle-income countries, 700 million new subscribers have connected to mobile operators since 2014 and 1.7 billion women now own a mobile phone. 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.

Our Focus

We focus on three important areas of digital technology engagement:

1. Digital Strategy Advice
2. Behavior Change Communication
3. Data Collection & Feedback Mechanisms

 

Our Unique Value

Viamo offers a full-service mobile technology approach that combines:

1. Interactive, targeted and measurable mobile engagement campaigns and surveys
2. A full-featured mobile engagement platform to serve Interactive Voice Response (IVR), SMS, Apps, and social media bots
3. In-country design and implementation support in most emerging markets
4. Strategic MNO connections to offer the lowest price, highest reliability and largest scale

Viamo has been in Botswana since 2017. Botswana’s mobile penetration rates are incredibly high compared to neighbouring countries. Currently, 95% of households own a mobile phone. This is higher than radio or television ownership, which is 59.4% and 60.3% respectively. Given Viamo’s use of Interactive Voice Response (IVR) and our strategic partnership with Orange Botswana, we are uniquely positioned to support partners in Botswana through mobile technology solutions.

We manage a national toll free public information service called the 3-2-1 Service on Interactive Voice Response and USSD. By calling 124 on Orange Botswana, anyone with access to a mobile phone will be able to access information on topics such as health, agriculture, financial literacy and radio dramas from our partner and much 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. In 2020, Viamo reached more than 200,000 individuals who listened to nearly 2,300,000 messages across the Viamo channels. In 2021, the targets are 250,000 individuals and 2,500,000 messages.

About the role

As the 3-2-1 Product Manager you will be responsible for ensuring a high quality and impactful 3-2-1 Service. You must be able to empathise with Viamo’s mobile users (our beneficiaries) to understand their needs to access information as well as products and services offered by our clients. 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.

Through training and ongoing mentoring, you will become the IVR platform expert, building the audio and text trees, updating content, and troubleshooting. As the 3-2-1 PM, 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.
• Lead project implementation with the Viamo partners in Botswana, supporting translation, recording, testing needs, etc.
• Carry out technical deployment of the project on the Viamo platform and report to the partner using interaction data from the platform
• Monitor and document performance metrics, end user engagement, and impact to inform appropriate changes to project approach and overall implementation as needed.

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

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

3. Monitoring and Reporting

1. 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.
2. Create reports for content partners and MNOs on a monthly basis, or as agreed.
3. 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.

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

 

5. Other: Assist with Botswana project management support

• Support the Country Manager as needed for Viamo’s work in Botswana, particularly with business development efforts for the 3-2-1 service and other Viamo products.

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 Manager/Country Director

Profile

Required

• University degree
• Passion for creating impact via mobile
• Mastery of computers and mobile technology with proficiency in MS Office (Word, Excel, PowerPoint)
• Experience with data collection and data monitoring, and qualitative and qualitative analysis.
• Excellent project and programme management skills with emphasis on customer service.
• Experience with content creation, especially for social and behavior change.
• Fluency in Setswana
• 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.
• Experience with qualitative and quantitative field research.
• 2-3+ years of professional experience.

How To Apply

Please visit https://www.viamo.io/vacancies/