3-2-1 Product Manager

As the 3-2-1 Product Manager you will be responsible for ensuring a high quality and impactful 3-2-1 Service. You must be able to empathize with Viamo’s mobile users (our beneficiaries) to understand their needs to access information as well as products and services offered by our clients: buying, selling, booking appointments, redeeming vouchers, etc. You will be responsible for each step of the content creation process, ensuring that key messages follow best practices, and are translated, recorded and pre-tested correctly. You will be the IVR platform expert, building the audio and text trees, updating content, and troubleshooting. You 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 and manage content on the Viamo platform.

  • Master all functionality of the Viamo platform for the creation and management of content trees with 3-2-1 best practices.
  • Create and organise the content scripts with 3-2-1 best practices to share with the team for translation and recording followed by quality assurance to ensure that all received content is of high quality, in the agreed-upon format, and delivered on time.
  • Continually monitor and test the Service and solve any problems that arise.

Manage relationship with Mobile Network Operator (MNO) partner.

  • Engage with key stakeholders to ensure that they see continued value in the Service
  • Create 3-2-1 promotion messages with best practices and work with counterparts to schedule and send BTL messages to our target audience.
  • Share data and create reports as needed.

Monitoring and Reporting

  • 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 and create summary reports for content improvement.
  • Create reports for content partners and MNOs on a monthly basis, or as agreed.
  • Monitor and track all 3-2-1 related statistics and be the first to identify positive or negative trends that can inform decisions to improve impact.
  • Pilot and test to improve user experience and increase impact.Work with the global 3-2-1 team to create and run pilots and test changes to the Service.Implement and scale improvements and new best practices.
  • Work with the global 3-2-1 team to create and run pilots and test changes to the Service.
  • Implement and scale improvements and new best practices.

Other: COUNTRY project management support

  • Support the Country Manager as needed for Viamo’s work in Ghana, particularly with business development efforts for the 321 service and other Viamo products
  • 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

  • Caller to listener ratio
  • Number of listeners
  • Key Messages listened to
  • Consistency and completion of monthly tasks

Team and Reporting Structure

Reports to Country Director.



  • University degree and 3+ years of professional experience.
  • Mastery of computers and mobile technology with proficiency in MS Office (Word, Excel, PowerPoint)
  • Experience with data collection and data monitoring, and qualitative and qualitative analysis.
  • Excellent project and programme management skills with emphasis on customer service.
  • Experience with content creation, especially for social and behavior change.
  • Fluency in at least 2 local Ghanaian languages
  • Demonstrated ability to multitask, prioritize and coordinate with thorough attention to detail.
  • Proven ability to work independently, flexibility and willingness to adapt to new tasks as needed.


  • Previous experience working with a Mobile Network Operator or IVR/USSD VAS service.
  • Experience in content development for mobile.
  • Experience with qualitative and quantitative field research.
  • Fluency in languages in the Northern regions of Ghana
Viamo, originally known as VOTO Mobile, was started in 2012 by a handful of Ghanaian and Canadian engineers in Kumasi on the campus of KNUST (Kwame Nkrumah University of Science and Technology). The founders noticed that there had been a huge increase in mobile phone usage, but that very few organisations were using this communication channel to reach their end-users. So they decided to first create an SMS channel to spread information to end-users, but soon found that did not effectively reach or engage rural populations, especially rural women. They decided to add a voice (IVR, Interactive Voice Response) channel, which proved much more effective. Since then we have greatly expanded our products, reach and impact. In 2017 we significantly expanded our management team and re-branded under Viamo, with the same goal of improving lives via mobile by reaching the most isolated populations and providing them with information to make informed decisions for a healthy, prosperous life. Mission: Viamo connects individuals and organizations using digital technology to make better decisions. Vision: We envision a world where all people have access to the information they need to make decisions for healthy, prosperous lives, and have meaningful relationships with governments, civil society, and businesses.