3-2-1 Product Manager-VIAMO Malawi

  • Full time
  • 7 months ago
  • Lilongwe
  • Salary 000 / Monthly
  • Job Qualifications Bachelor

Job Description

The 3-2-1 Product Manager is an integral part of the VIAMO team and responsible for ensuring quality on the 3-2-1 Service. (S)he will help with each step of the content creation process, ensuring that key messages follow best practices, and are translated, recorded and pre-tested correctly. (S)he will be the IVR platform expert, building the audio and text trees, updating content, and troubleshooting. (S)he 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

  • Manage 3-2-1 day-to-day activities.
    • Test 3-2-1 channels daily to ensure that the codes are working
    • Update the master document containing all 3-2-1 messages
    • Update dynamic content on the service.
    • Documentation and archiving of any changes made to the content of the service
    • Track all other 3-2-1 related statistics, in collaboration with the Country Manager.
    • Issue and analysis of 3-2-1 monthly statistics
  • Upload and manage content in the Viamo platform
    • Master all Viamo mobile functionality for the creation and management of content trees with the 3-2-1 best practices
    • Update sound files as needed
    • Update text (USSD/SMS) as needed
    • Create live dashboard links as requested for sharing with content partners
    • Download data and create reports on usage as requested
  • Managing relations with the content production team
    • Create and organise the content scripts with 3-2-1 best practices to share with the team for translation and recording.
    • Ensure that all received content is of high quality, in the agreed-upon format and delivered on time
    • Once the sound files and text files have been sent back, review and compare the content to ensure consistency, grammatical accuracy, and clarity of the messages.
    • If revisions to the sound file or the text need to be made, send to production team explaining the problem. Repeat as necessary.
    • Update master document containing all 3-2-1 messages across all languages
    • Document and archive any changes made to the content of the service
  • Pre-testing of content
    • 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
    • Produce summary reports with recommendations for improving the content
  • Issuance of statistics and reports related to 3-2-1
    • Issue and analysis of 3-2-1 monthly statistics
    • Track all other 3-2-1 related statistics, in collaboration with the Product Supervisor
    • Write and send monthly usage reports to MNO partner
    • Write and send monthly usage reports to Content Partners
  • Manage the 3-2-1 marketing relations with mobile Network Operator
    • Create 3-2-1 promotion messages with best practices and submit them to MNO for approval
    • Collaborate with the MNO to create a schedule for promotions and ensure that it is followed
    • Record the dates of promotion, messages pushed across the different categories
    • Create BTL reports for MNO and partners
  • Other: Malawi project management support
    • Support the Country Manager as needed for Viamo’s work in Malawi
    • Assist with the design, strategy and implementation of projects in Malawi
    • Lead project implementation, supporting translation, recording, testing needs, amongst other project needs
    • Carry out technical deployment of the project on the Viamo platform
    • 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

  • Impact, in terms of 3-2-1 Service reach and project outcomes
  • Execution of program deliverables Impact: number of unique listeners and engagements

Team and Reporting Structure

  • Reports to Country Manager, Malawi


  • Minimum bachelor’s degree in a relevant subject (Information Technology, Statistics, Communications)
  • Mastery of computers and mobile technology with proficiency in MS Office
  • Experience of data collection and analysis.
  • Experience with project management life cycle, monitoring and evaluation.
  • Fluency in Chichewa and Tumbuka
  • Demonstrated ability to multitask, prioritize and coordinate
  • Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed
  • Excellent attention to detail and thoroughness
  • Legally authorized to work in Malawi


  • Previous experience working with a Mobile Network Operator.
  • Knowledge of Interactive Voice Response and USSD.
  • Previous working experience in content development for mobile.
  • Experience with behaviour change communication is desirable.
  • Experience with qualitative research is desirable.
  • Previous experience working in project management.

Apply now with a CV and a short cover letter


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