Aselo is a bold new social enterprise with the goal of helping 100 million kids in crisis all around the world by 2025. In partnership with Child Helpline International and its 168 helpline members in 139 countries, we are building an open-source, omnichannel, cloud-based, Software-as-a-Service contact center platform to replace over a hundred outdated, roll-your-own tech products with a shared platform built to give these crisis helplines the same technology power enjoyed by big corporate call centers.
The need is great: these child helplines receive over 30 million calls annually, yet many are only able to answer one-third of the calls they receive. 94% of their communications are still voice calls, while the vast majority of children are far more comfortable with text. During the pandemic, volumes have increased by 50% or more in many countries, increasing the urgency for upgraded technology.
We have been developing the product for several months, partnering closely with ten child helplines who provide testing and feedback, and we are now scaling up to deploy to two African helplines in early 2021, and then to 10, 50, and beyond. As the Product Manager for this small and scrappy team, you will need to be highly resourceful and wear many hats. At first, you won’t just be a Product Manager, you’ll also be Support, QA, Sales, and Marketing. If you are excited by the challenge and the huge opportunity for social good, join our team!
- At least 5 years of product management experience, especially within a startup and in a Software-as-a-Service context. Experience in tech-for-good startups is a plus.
- Good product sense to know what to build, charting the right course through a large array of varying customer needs. Strong ability to communicate that vision inside and outside the organization.
- Experience in managing a product roadmap with many unknowns. Ability to prioritize the most critical needs.
- Skill in developing a user-facing product, including understanding user needs, wireframing and making lo-fi mockups, partnering with a designer, writing clear and decisive specifications, conducting user testing, and rapid iteration.
- Effective at working side by side with an engineering team. Able to engage in healthy conflict over how much and what to build to solve a customer problem, and negotiate a good balance between adding new functionality and building a reliable, scalable system.
- Experience using data and metrics to guide product decisions, coupled with an ability to make good bets when the data is inconclusive.
- Ability to be an expert evangelist and spokesperson, for the Aselo platform, the child helpline movement, and the application of technology for social impact in general, which is the central reason Tech Matters exists.
- Ability to work collaboratively with non-technical customers and other stakeholders, as well as peer organizations in the same and related fields, to put the goals of the broader mission first.
- Skill in building relationships with customers, gathering user needs, and being ever creative in how to effectively communicate cross-culturally, ensuring that the platform we build fully serves the needs of our child helpline customers, their front-line counselors, and most importantly, children in crisis.
- Ability to write with great simplicity and clarity, both for technical and non-technical audiences. This includes producing relevant product documentation and training, including user guides and release information.
- Ability and desire to work through the details, such as QA testing, answering customer questions and writing clear product documentation.
- Experience with relevant fields such as contact center technology and operations, mobile communications, child development, and mental health are a plus.
- Enough technical ability to troubleshoot most customer issues and have high-level design conversations with engineers. Basic coding ability such as writing small data analysis scripts or making API calls is a plus.
- Ability to travel internationally up to 20%, once travel becomes a sensible thing.
- A personal belief in the mission of Tech Matters.
About Tech Matters
Tech Matters is a nonprofit organization that leverages the power of tech to support social sector innovators and advance large-scale positive social change. As tech nerds for the social sector, we create common ground for systems change solutions, empowering progress on humanity’s most pressing social issues.