3‑2‑1 Service Product Director

Category : Announcements

We’re seeking passionate individuals, regardless of background for our 3‑2‑1 Service Product Director position.

Job Location


Job Description

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.

And 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.

Human Network International (HNI) and VOTO Mobile are joining forces to catalyze a mobile movement, connecting non-profits, governments, and businesses to the people they serve using the digital technologies they have in their pockets. Our new social enterprise – coming in Quarter 1 2017 –envisions a world where all people have access to the information they need to make decisions for healthy, prosperous lives.

With more than 8 million people reached to-date, we are well on our way to meeting our goal of reaching 100M people by 2021.

We are looking for exceptional individuals to join our fast-growing team. If you are motivated to use your skills to tackle some of the world’s toughest challenges, and do it at a place where you can learn and grow, we want you on our team.

As one of the first employees of our new joint entity, you will be joining more than 100 colleagues working to amplify the voice of the underheard through mobile technology. You will be asked to problem-solve on a daily basis, work to develop yourself and those around you, and help shape a young, ambitious company that is powering a global movement.

About the Role

You’ll ensure The 3‑2‑1 Service is successful in every market with millions of monthly users who get great value from the high quality service. Implementation will run smoothly per known best practice. In time you’ll evolve the product vision ensuring we’re always relevant and engaging to both end-users and paying clients.

Key Responsibilities

  • Support/guide implementation staff & develop playbook to deploy & optimize the 3‑2‑1 Service (through tools/processes/practices not line management)
  • Ensure quality of the service
  • Produce evidence of service effectiveness to support sales
  • Create product vision and evolve offering to better serve end-users

Objectives and Key Performance Indicators

  • Average 3‑2‑1 Service users per country per month
  • End-user and paying client satisfaction (or other TBD quality metric)
  • Average time from initiation to launch in a new 3‑2‑1 Service country (e.g., launch fast)
  • Satisfaction of internal implementation staff

Required Skills

  • Strong candidates will have a university degree, 5-10 years of experience and managed/designed a B2C product in Africa/Asia and on mobile
  • Problem solving & synthesis; look across markets to distill what works
  • Lead others to follow your recommendations; ensure we operationalize all the best practices to run a quality service in every market
  • Research skills to identify and articulate successes and quality drivers
  • User centered design; know what basic phone owners in Africa/Asia want from an information service
  • Learn quickly to know the basics of marketing, product design, MNO negotiations, content creation, software feature requests, etc.

Team and Reporting Structure

  • You’ll report to Chief Product Officer, and will frequently interact with the in-country staff running and selling the 3‑2‑1 Service. Target start date May 2017.
  • You can work from anywhere, but we prefer someone based in a 3‑2‑1 Service market or hub office (DC, Accra, Mumbai and Antananarivo)

Why Work With Us

Purpose + Ambition

We are solving one of the world’s toughest challenges: connecting organizations to people in low-resource settings in a meaningful, respectful, and equitable way. And we’re doing it at a global scale: We aim to reach 100M unique individuals by 2021, creating a movement of more than 2,000 organizations who are using our products to engage with their end users.

Autonomy + Responsibility

As a young organization, every person on our team plays a critical role in creating the organization they want to work at. Our people work with their managers to create their KPIs and are responsible for meeting their goals with little direct oversight. If something doesn’t exist, it’s because one of us hasn’t created it yet.

Global Community

As a distributed team, we work extra hard to stay connected. We have virtual parties across 15 time zones, use Slack, Skype, and WhatsApp to collaborate and share internet memes, and have formed rituals that remind us who we are and why each of us does the work that we do.

Who You Are

You are passionate about the potential for technology to create social change, and believe that access to information leads to better decision-making.

You know the challenges of working in emerging markets and are eager to tackle them. You thrive on learning new skills, and are motivated to learn and grow. You are intellectually curious, but also like to roll up your sleeves and get things done.

You want to be a part of building something new, and are looking for a fast-paced, dynamic environment where you can take ownership of your work and be a core part of a global team.

About Us

With more than 100 employees and a growth rate of more than 50% each year, we are the largest and fastest-growing mobile engagement provider in Africa and Asia. We have regional offices in Accra, Antananarivo, Mumbai and Washington, D.C, and field offices in more than 15 countries.

Our Products

3‑2‑1 is a search engine where there is no internet, enabling individuals to access relevant content in their local language when they need it most.

Canvass, our global survey platform, allows us to call any mobile phone on the planet, collecting real-time quantitative and qualitative data to support better decision-making within organizations and amplify the voice of the underheard.

DataWinners supports organizations and their frontline workers to collect data from remote locations.

InfoLine offers hotlines and interactive messaging campaigns to share critical information and support behavior change communication.

Our Services

We offer a combination of software development expertise, design insights, and project management. We are trusted by the world’s leading NGOs, foundations, and companies.

Why We Love Working Here

Every day, I get to use my tech skills to help people in communities like the one I grew up in.

– Shirish, Mumbai

I love the commitment and support for staff’s professional growth.

– Jojoo, Accra

I love that we’re an organization that wears ugly Christmas sweaters to hold a global Christmas party across eleven timezones on Skype!

– Adam, Dakar

My favorite moment was witnessing our Partner Success Team in Accra conduct a virtual training for election monitors in Caracas, from my desk in Toronto. There’s no doubt we are a global company!
– Levi, Toronto

There’s rarely a day when I don’t feel like I’m learning something new. It keeps me on my toes and ensures I’m always growing.
– Shamiso, Harare

To Apply:

Email cover letter and resume to jobs@hni.org (Subject line: “3‑2‑1 Service Product Director” + name of the site that referred you).