Jacaranda Health is a social enterprise dedicated to transforming maternal health care in East Africa, with the mission of making pregnancy and childbirth safer for women and newborns. The Product Manager role is vital to this mission, focusing on improving and maintaining the digital health products utilized by mothers.
This role involves overseeing the digital product lifecycle across several key areas: Helpdesk Product Management, Product Quality Assurance, User-Centered Design, and Stakeholder Management, ensuring digital experiences are seamless, timely, and effective.
Key Responsibilities
Helpdesk Product Management
- Identify features and data enhancements necessary for the maintenance and improvement of the 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 the data team for product rollouts and updates.
Required Qualifications and Experience
What You Bring
- Bachelor’s degree (BA/BSc/HND) 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.
- Highly analytical, deeply detail-oriented, empathetic and eager to translate frontline feedback into better digital experiences for mothers.
- Demonstrated experience in managing project timelines.
- Proven 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.
- Familiarity with tools like RapidPro and Salesforce is a plus.
- Working with Salesforce products is a plus.
