Workatele

Platform Manager at Viamo,Accra, Ghana

Viamo

Platform Manager at Viamo,Accra, Ghana

Viamo

Full time Job

Date Posted: September 2, 2023

Application deadline:

Expired on: September 8, 2023 12:00am

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Job description

As the Viamo Platform Manager (VPM) for Ghana, you will be responsible for ensuring a high-quality and impactful mobile service. You must be able to empathize with the Viamo Platform’s end users 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 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:

Mobile Network Operator Relationship Management

Content Management

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 and user experience 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.
  • Produce marketing material e.g. SMS and voice scripts and schedule campaigns as per the agreed plan.

2. Co-create and Execute Platform Growth Strategy

  1. Connect with end users to determine content areas that will help build partnerships to drive growth on the platform.
  2. Research the content and media landscape to discover content sources that will help address end-user needs.
  3. Test alternate marketing channels to drive new users to the platform and measure the ROI for experiments.
  4. Synthesize local insights and work together with the global team to produce a long-term growth strategy and roadmap.
  5. Support the local in-country programs staff with platform end-user insights that will help them sell products on the platform.

3. Content Management

  1. Identify the content needs of end users and conduct business development with potential partners to source content that will transform the platform into a mobile lifestyle partner for our end users.
  2. Ensure that the platform provides the highest quality of value proposition by ensuring it has updated and relevant content all the time.
  3. Work with local country programs staff to manage partners’ content on the platform to ensure their outcomes are met and end-users receive the intended benefits.

4. Test and Impact

  1. Pilot and test new ideas to improve user experience, increase impact and achieve targets.
  2. Work with the global platform team to create and run content, marketing, and user experience pilots and measure the impact to the platform engagement and revenue.
  3. Learn from experiments conducted globally and replicate after local customization.

5. Manage Partner Relationships

  1. Engage with mobile network operator(s) to create mass awareness of the platform through marketing to reach our target audience.
  2. Negotiate with mobile network operator(s) to secure marketing growth levers on a scalable business model.
  3. Manage content partnerships to understand and guide the client’s needs to create delight and ensure that they see continued value in the service.
  4. Share data-driven insights and create actionable reports as agreed with the partner to improve the impact delivered by their content.

6. Provide Project Management Support

  • Support the Country Manager/Director as needed, particularly with business development efforts for the Viamo Platform.
  • Monitor the deployment of different products and projects on the platform and advise the implementation team on best practices.
  • 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

  • Platform Impact
  • Monthly Active Users (MAUs)
  • Monthly User Benefits (MUBs)
  • User Engagement
  • Caller to Listener Ratio
  • Benefits per User
  • Month-on-Month User Retention
  • Revenue on Platform (not a current KPI but a future scenario)
  • User Registration Rate
  • Number of Dynamic Content Partnerships

Team and Reporting Structure

Reports to the Country Director, Ghana, with a matrix reporting line to the Regional Viamo Platform Manager, based in Nigeria.
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 program management skills with an emphasis on customer service.
  • Experience with content creation, especially for social and behavioral change.
  • Fluency in at least 2 of these local languages; Twi, Ewe, Dagbani, Ga and Hausa
  • 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 working with media and content production partners e.g. radio stations.
  • Ability to perform basic quantitative and qualitative analysis to gauge platform health and performance.

 

Application deadline:

Expired on: September 8, 2023

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