Program Manager

The Program Manager will be part of Viamo’s delivery team. 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 more. You will support these organizations in the design and implementation of mobile and digital engagement projects across channels (IVR, SMS, USSD, WhatsApp) and across Viamo products (digital campaigns, digital training and digital surveys).

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 Country Directors with business development efforts, for example in new project design during proposal phase.

Project Management

• Master Viamo’s platform including: configuration, route setup and content building for Viamo’s product suite.
• Develop and manage workplans, 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.

• Participate in all project planning and coordination activities including, but not limited to, inception/co-creation workshops, annual work planning and budgeting,consortium meetings etc.
• Carry out field visits to project intervention areas to participate/support community mobilization and orientation efforts.
• Support the Head of Programs in developing and managing the project work plan and budget
• Monitor financial expenditure against budget and propose budget realignment as needed
• Organize and lead internal coordination meetings with relevant Viamo departments
• Ensure project implementation complies with Viamo’s Project Quality (PQ) minimum standards.
• Develop project progress reports as required by the client.

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

• Delivery - revenue earned according to deliverables schedule
• Delight - Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)

Team and Reporting Structure

• Reports to the Head of Programs Ghana, Haiti and Liberia
• Works closely with Country Directors and fellow Program Managers