Program Assistant, Zambia

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.

Viamo is the #1 Digital Platform connecting these organizations to the Next Billion users who don't have access to the internet, and we are well on our way to meeting our goal of reaching 100 million people annually.

About the role

The Program Assistant will be part of our delivery team in the East and Southern Africa Region, Zambia Office. 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 lead implementation of the following Viamo products:

• Digital Surveys

• Digital Campaigns

• Digital Training

The successful candidate will be expected to be based in Ndola, Copperbelt Province in Zambia, with regular travel across the province and neighboring ones. This position is contingent on successful signature of an impending contract.

Key Responsibilities

Community Engagement

• Facility visits to train communities and health facilities on Viamo digital solutions for optimal outcomes

• Lead qualitative and quantitative user research and conduct field testing of solutions when needed. Hosting focusing group discussions and 1:1 interviews.

• Lead collection of User experiences and generate success/ impact stories

• Facilitate training, content development and validation workshops in collaboration with clients and contentspecialists/consultants where necessary.

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.

• Advise clients in optimizing content and strategies to achieve maximum user engagement, using Viamo's best practices for each product

• 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.

• Support projects close out with clients, solicit and document feedback, including needs and expectations to inform the ongoing development of Viamo's solutions.

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 systemKey

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)

• If applicable: Project specific KPIs

• Appointment reminders - monitor quartely targets and draft quarterly reports to report on these

• Feedback mechanism - monitor quarterly targets and draft quarterly reports in light of these

• 667 Service - monitor quarterly targets and report on thes

Team and Reporting Structure

• Reports to the Head of Programs, Zambia

• Works closely with the Program Managers and partners on complex projects

Location

• Ndola, Zambia

• With project travel to Lusaka and other provinces as needed

Profile

Essential

• University degree and 2+ years of demanding professional experience in a client-facing ro

• Demonstrable interest in the use of technology for development

• Experience working with any combination of: social enterprises, INGOs, MNOs, and/or the private sector

• Experience in conducting qualitative and quantitative user research in-person

• Excellent project management skills, including reporting

• Proven ability to manage a program of numerous complex, small and large projects at one time

• Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed

• Comfortable with technology with an aptitude for learning new technology platforms.

• Excellent written and oral communication skills in English plus 2 additional languages from the following list: Bemba, Nyanja, Kaonde as the project is in the Central, Copperbelt and Northwestern provinces

• This position is only open to Zambian citizens or residents with the right to work in Zambia.

Desirable

• Experience implementing USAID-funded projects

• Budgeting and project financial management experience

• Quantitative and analytical skills – including experience with large data-sets and data analysis, primarily using Excel.

• Knowledge of data analytics and visualization (Excel, Google Data Studio etc.)

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.

Apply now with a CV and a short cover letter