Product Operations & Customer Service Manager – LMMS
*Preferred location: UK; Position location to be determined by home country of successful candidate within a jurisdiction (country or US State) where WVI is registered to operate.
PURPOSE OF POSITION:
The Last Mile Mobile Solutions (LMMS) is a suite of innovative digital solutions for digital beneficiary registration/digital identity, distribution planning, reporting and management of both in-kind and cash distributions, and a growing set of solutions providing digital project monitoring, data analysis, and data visualisation. The LMMS programme is operated as a semi-autonomous, self-funded business unit within WVI’s Disaster Management Team. While managing the rollout and deployments of all the different LMMS solutions, this role is to also re-imagine the ‘customer support’ so customers are delighted, customer support is scalable, and customer support is broadened to focus on the people, processes, and organisational culture required for robust, predicative, and dynamic information management, not just technology. Annually, the projects using LMMS have a combined financial value of between $200-500 million USD and approximately 10 million beneficiaries.
Create and implement the Strategic Customer Support Experience:
Lead the reimagining and reorganisation of the LMMS client support department so that it is fit for the future. This includes:
Research ‘best in class’ customer service organisations in other industries to gather insights with can be applied in LMMS.
Reimagining ‘client support’ so that it is less dependent on people and therefore scalable.
Broadening customer support from a focus on technology to a focus on the people, processes, and organisational culture required for robust, predicative, and dynamic information management.
Leading change management processes at a ‘field’ level to influence how organisations responses are staffed and structured.
Influencing organisational design and changing mindsets to ensure robust support of information management and cash based programming at scale.
Determine what metrics LMMS should be tracking and implement them (satisfaction, churn rate, efficiency, activity, etc.)
Managing the rollout and deployments of LMMS system:
Engage with Business Development team to transition software sale and pre-sales support into production deployment of the systems (ensure License, Maintenance and Service Level Agreements are in effect and valid).
Manager ID and server license assignment to clients to unlock software functionality.
Manage and grow responsible staff assigned for deployment.
This includes overseeing and ensuring the following is completed:
Liaising with technical deployment teams before, during and after deployment installations to ensure that the deployment practices have been completed correctly.
Ensure deployment team is adequately trained with all necessary skills and qualifications.
Creatively grow the roster of deployable LMMS technical specialists.
Organising and facilitating user trainings (user and technical trainings and/or Training of Trainers) for critical HEA operations including GRRT and RRRTs.
Coordinating and maximising the utilisation of LMMS resources, national office staff and LMMS technicians to support emergency deployment and external client deployment needs.
Fundraising and Sales:
Grow ‘repeat’ sales of LMMS - Ensure customer retention is a key result of the LMMS customer service experience.
Customers ‘promote/sell’ LMMS to other organisations.
Lead on proposal designs and content writing.
Lead on proposal development which secures new clients and significant growth.
Lead the design of innovative applications for LMMS based on user engagement and market knowledge with the aim of securing new clients.
High Level Technical Support (Level 3):
On call for Level 3 technical specialists emergency support needs for WVI and Partner LMMS user Agencies (Oxfam, Medair, etc).
Troubleshoots higher-level technical issues – verifying deficiencies in code and assisting in priority setting of discovered issues.
Supports WVI and external clients’ highest-level technical support personnel to redress issues and to ensure quality deployments of code and/or patches.
Provides documentation and training on new software releases as required.
Works with WVI Help Desk team to understand the application and to develop adequate procedures for triaging reported issues.
Manage & Oversee Database Configuration and Support for Clients:
Database Analysis & Scripting Development support:
Ad hoc requests from clients for database access and updates. (Write native SQL scripts and create binary files for their execution).
The creation of baseline database for clients.
Inspects client databases for integrity at Roaming Server and National levels as required.
Leverages Report Writer and scripting tools for ad-hoc report or query generation.
Supports amalgamated data storage facilities by working with IT on design of physical SQL databases and on implementing design plans.
KNOWLEDGE, SKILLS & ABILITIES:
Masters degree in user design, customer support, information technology or computer science, supplemented with an MBA is highly preferred.
Over 10 years’ experience of a mixture of software exposure, customer support experience, and humanitarian/development design, monitoring, and/or accountability.
High ability to quickly ‘learn on the fly’ while having fun is mandatory.
Over 7 years of customer support experience in software, DME, or other forms preferred.
Software testing experience of mobile and web based software platforms and use of and experience with configuration of Application Servers in particular Apache TomCat preferred.
Direct experience with MySQL. Exposure to third-party SQL tools and/or alternative SQL databases preferred.
Previous use of the LMMS portfolio of solutions is preferred.
Humanitarian field experience with substantial exposure (10+ years) to aid agencies’ beneficiary, commodity, cash and aid assistance business processes under chronic and rapid emergency contexts. Must have field emergency deployment experience.
Substantial experience (5+ years) in capacity building pertaining to software systems and in provision of technical support to software system users.
Must have experience that indicates strong client-service focus in capacity development and issue resolution (responsive to requests, professional interactions, troubleshooting).
Experience in requirements analysis and gathering from humanitarian agencies.
Comfortable with computer network administration (CISCO certifications preferred).
Use of SQL scripting.
Familiar with Java based applications and the Java development environment.
Additional exposure to different databases and their management (such as PostGres).
Project management certificate preferred.
Evidence of networking certificates (such as CISCO certifications) preferred.
Preferred Skills, Knowledge and Experience:
Experience with Human Centred Design processes.
Customer service experience with a track record of delighting customers.
Ability to define problems, review data and draw valid conclusions.
Significant DME experience in humanitarian, especially fragile, contexts.
Attention to detail and capable of narrowing down technical issues by working with clients to isolate and confirm issues.
Ability to influence stakeholders.
Excellent interpersonal skills and great communicator.
Focus on quality of processes, methods and products.
Self-driven learning: Seeks out new architectures, techniques or tools for application development.
Demonstrates personal integrity and trustworthiness.
Understanding of key challenges for aid agencies in rolling out mobile and other digital platforms in remote areas.
Ability to deal with abstract and technical issues and to relay technical material to lay users in an intuitive manner.
Understanding global technical trends and open to working with various partners to provide top-notch solutions to clients.
The position requires ability and willingness to travel domestically and internationally up to 50 % of the time.
On call for deployments to emergency operations.
On call for technical support issues that arise from the field.