Program Manager, India

Program Manager, India

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. Some 18 million active users accessed close to 500m benefits on the Viamo Platform in 2022 alone.

About the role

The Program Manager will be part of our implementation team in Asia and MENA. 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 and lead implementation of the following Viamo products:

• Digital Surveys
• Digital Campaigns
• Digital Training

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 Implementation
• Works closely with the Head of Implementation, Country Manager/Director(s) and fellow Program Managers

Location

• Ideally located in India, servicing needs across Asia and MENA

Profile

Essential

• University degree and 5+ 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 ent