About this role
Job Location; Addis Ababa, Ethiopia About The Role: An EB Senior Programs Optimization Associate will be responsible for planning and coordinating program tasks to ensure continuity in the organisation's day-to-day core functions. The role will work with other stakeholders to ensure pilots and projects are fully implemented, monitored and well controlled within stipulated timelines. This person will be travelling to the field occasionally (~30% of the time). Handling CRM Administrative activities Creation/editing of users, SMS setups, archiving of inactive Users, HUB-related Field Sales Executive issues as requested CRM-related technical activities Escalation and follow-ups on the resolution of Field Sales Executive selling apps, CRM error messages, and technical problems Recommends software improvements or process changes Raise tickets to the Tech Development Team and follow up on resolution Escalating work tools issues and helping resolve them Develop mechanisms to improve common requests. Ensuring a great customer experience Handle Program escalations and provide timely feedback/solutions. Provide field assistance to EB Sales Team Management of MDM platforms Ensure proper configuration of PAYG Agent and customer phones Field visits Ensure field visits are done monthly at least Gather feedback from Agents, Area Business and Regional Managers on issues and difficulties faced in the field Report feedback and ensure closure and follow-ups are completed Project Management Work across departments to ensure their requests are attended to by taking front-line initiative in pilots/projects assigned. Create a detailed project plan tracking the progress of project activities and tasks Document project difficulties and learnings for closer follow-up Work closely with Program Optimization Managers to ensure effective and efficient project execution. Owning and Improving Processes (current and future) Creating/documenting detailed processes and producing comprehensive reports based on any assignment to ensure clear review and efficient execution. Administer surveys to expedite process alignment New product/software piloting, reporting and implementation. New product testing both in the office and the field. The role will be tasked with ensuring all required testing activities are completed. Design presentations, data visualisations and dashboards for strategic planning and project execution.