Product Operations Associate

WHAT YOU WILL DO

Replication launches & platform setup

• Own end to end setup of new program launches across our messaging and IVR stack such as RapidPro, Turn, Exotel, Motor Admin and our internal Orchestrator.
• Validate and consolidate requirements from medical, film and translation teams before setup; manage template approvals and campaign creation, including code based configuration.
• Set up project specific journey logic (e.g., conditional acknowledgments, response handling) based on program requirements.
• Ensure every launch is delivered on time, thoroughly tested and fully functional before going live.

IVR & onboarding

• Build complete IVR journeys in Exotel such as onboarding flows, campaign journeys and user friendly navigation.
• Set up QR and IVR based onboarding, including QR configuration, Motor Admin flows, and Turn journeys, ensuring users are routed to the right campaigns.

Data management

• Track incoming program data, maintain data trackers, monitor ingestion and identify and flag data errors on the dashboards.

Platform quality & troubleshooting

• Independently investigate and resolve technical issues across platforms where needed (e.g., language mapping, user profile updates, template approval scripts).
• Support platform transitions and migrations (e.g., moving flows, campaigns and media between messaging platforms).

Documentation & research tooling

• Write and maintain PRDs, launch runbooks, dashboard requirements, and other product documentation.
• Build survey flows in SurveyCTO for research and training projects, working with research teams on implementation and refinement, including IRB approval processes where required.

WHAT WE ARE LOOKING FOR

• 1-3 years of experience in product management, program operations or technical implementation, ideally in digital health, social impact or messaging platforms.
• Comfort working hands on with no code/low code platforms (e.g., RapidPro, Turn, Exotel, SurveyCTO)
• Strong execution and coordination skills, able to run multiple concurrent launches with cross functional teams and hit deadlines without dropping quality.
• Clear written communication, can turn messy requirements into PRDs, runbooks, and documentation others actually use.
• A user first, detail oriented mindset: you test everything before launch and care about the experience of caregivers on the other end.

Good to have

• Experience with IVR systems, audio content management or multilingual content operations.
• Familiarity with public health programs (MCH, TB, NCD) or working with government health systems.
• Experience with Figma