Jacaranda Health is a social enterprise operating as a 501(c)3 in the US, dedicated to transforming maternal health care in East Africa to make pregnancy and childbirth safer for women and newborns. This contract position for a Product Manager is critical to this mission, focusing on improving and maintaining digital health products, particularly those related to urgent communication (helpdesk) and automated messaging flows (SMS/chatbot) for mothers, ensuring safety, clarity, and effectiveness through user-centered design and rigorous quality assurance.
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, and data teams for product rollouts and updates.
Qualifications and Experience (What You Bring)
- Education: 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 (BA/BSc/HND qualification).
- Experience: Minimum 5 years of relevant working experience in product management, data analysis, or a related field.
- Technical Skills: Strong product management skills are required. Familiarity with tools like RapidPro and Salesforce is a plus. Working with Salesforce products specifically is a plus.
- Analytical Aptitude: Highly analytical, deeply detail-oriented, empathetic, and eager to translate frontline feedback into better digital experiences for mothers.
- Data Driven: Strong quantitative and qualitative skills to drive data-informed product decisions and improvements.
- Project Management: Demonstrated experience in managing project timelines, designing work plans, and working collaboratively with teams to execute on the plans.
- Product Expertise: Previous experience working on a product team, with a solid understanding of product lifecycle management, backlog prioritization, and feature delivery.
- Strategy & Stakeholder Management: Experience building business cases and driving outcome oriented product prioritization decisions that are aligned with strategic goals and user needs. Strong ability to communicate with and manage multiple stakeholders.
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