Viamo Indonesia 3-2-1 Product Manager

from Viamo
Closing date: 30 Nov 2019

**Job Description: 321 Product Manager, Indonesia

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. 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 organisations using digital technology to make better decisions.

With more than 18 million people reached in 2018 alone, we are well on our way to meeting our goal of reaching 50M people annually by 2023.

About the role

In the next few months, we are launching a national toll-free public service information line called the 3-2-1 Service in Indonesia. By calling 3-2-1, anyone with access to a mobile phone will be able to access information on topics such as health, agriculture, financial literacy and more. In a series of “listen, then choose” steps, callers will use their phone to select from among hundreds of recorded voice messages in the local language.

The 3-2-1 Product Manager is an integral part of the Viamo team in Indonesia and responsible for ensuring the quality of content and testing new innovations 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, pre-tested, labeled and launched correctly. (S)he will be an 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, NGO and other partners.

Key Responsibilities

  1. 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; Document and archive 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 analyse 3-2-1 monthly statistics

  2. 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; Create live dashboard links as requested for sharing with content partners; Download data and create reports on usage as requested

  3. Manage 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

  4. Pre-test 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

  5. Issue statistics and reports related to 3-2-1: Issue and analyse 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

  6. Manage the 3-2-1 marketing relations with MNO partner: 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

  7. Other: Indonesia project management support: Support the Country Manager as needed for Viamo’s projects in Indonesia; Assist with the design, strategy and implementation of projects in Indonesia; 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

Team and Reporting Structure

  • Reports to Country Manager (Programs Team)


  • Minimum bachelor’s degree in a relevant subject (Information Technology, Statistics, Communications)

  • Mastery of computers and mobile technology, high proficiency in MS Office (required), audio editing software (desirable), IVR platforms (desirable)

  • Experience of data collection and analysis

  • Fluency in Indonesian and English

  • A willingness to do what it takes to get the job done. Whether that means going back to the drawing board with a problem or simply taking on different roles and responsibilities for a period of time, you thrive at adapting to changing environments

  • Demonstrated ability to multitask, prioritize and coordinate

  • Proven ability to work independently, proactive, and flexibly; willingness to adapt to new tasks as needed

  • Excellent attention to detail and thoroughness

  • Excellent communicator

  • Previous experience working with a Mobile Network Operator (desirable)

  • Programming knowledge of Interactive Voice Response and USSD (desirable)

  • Knowledge & experience working with social media, including chatbots, and AI (desirable)

  • Previous working experience in content development for mobile (desirable)

  • Experience with behaviour change communication (desirable)

  • Experience with qualitative research (desirable)

Why we love working for Viamo

Make an impact: We take part in meaningful work where millions of users access life changing info and give their voice on key issues

Learn and grow: We face complex challenges and give each other the support to learn and grow personally and professionally through these challenges.

Deliver exceptionally, work flexibly: We measure our success on results and have flexibility in how we work to achieve them

Be a part of our passionate & inspiring team: We build meaningful relationships with driven, supportive and passionate colleagues located around the world in a virtual global community

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 at**

How to apply:

Apply now with a CV and a short cover letter at