What You’ll Do:

Helpdesk Product Management

• Identify features & data enhancements necessary for maintenance & improvement of our helpdesk platform (calling/messaging mothers in urgent cases).
• Collaborate with frontline teams to ensure urgent communication is seamless and timely.
• Monitor helpdesk metrics (response times, resolution rates, escalation handling) and work with the tech and data team to improve usability and performance.

Product Quality Assurance

• Oversee end-to-end quality assurance for SMS/chatbot flows, including reviewing logic, monitoring real-time behavior, and flagging breakdowns or areas for improvement.
• Analyze user responses to identify edge cases, confusion points, or common feedback patterns that warrant updates to the product.
• Conduct continuous quality checks across different user segments.
• Coordinate testing and release of new features or content, working closely with QA, clinical, and programs teams to ensure safe, clear, and context-appropriate messaging.

User centered design

• Gather, analyze, and use data and feedback to inform product iterations, ensuring continuous learning from how mothers interact with our tools.
• Conduct user behavior analysis to inform iterative design updates.
• Maintain the product backlog and ensure prioritization aligns with user needs, technical feasibility, and strategic goals.
• Support development of user research tools, pilot protocols, and performance reports to evaluate feature effectiveness.

Stakeholder management

• Communicate product performance and implementation issues clearly to stakeholders, providing data-driven recommendations and decision support.
• Collaborate with programs, Tech, data team for product rollouts and updates.

Who you are:

What You Bring

• Bachelor’s degree in a relevant field such as information systems, computer science, public health, health informatics, human-centered design, data science, behavioral science or another discipline that builds strong analytical, technical and user-centered design skills.
• Minimum 5 years of relevant working experience in product management, data analysis, or a related field.
• Strong product management skills are required, and familiarity with tools like RapidPro and Salesforce is a plus.
• Highly analytical, deeply detail-oriented, empathetic and eager to translate frontline feedback into better digital experiences for mothers.
• Demonstrated experience in managing project timelines.
• Can demonstrate strong quantitative and qualitative skills to drive data-informed product decisions and improvements.
• Strong ability to communicate with and manage multiple stakeholders.
• Experience building business cases and driving outcome oriented product prioritization decisions that are aligned with strategic goals and user needs.
• Experience designing work plans and working collaboratively with teams to execute on the plans.
• Previous experience working on a product team, with a solid understanding of product lifecycle management, backlog prioritization, and feature delivery. 
• Working with Salesforce products is a plus.