Programme Officer - Partner Community Manager, P-2, New York

UNICEF is recruiting a Community Manager to work on an engagement plan for those partners; the main responsibilities will be to provide user support, training, and project management activities during the implementation phase of the UN Partner Portal and eTools roll-out.

BACKGROUND

UNICEF's role in planning, measuring, tracking, and reporting results for children requires the ability to gather, integrate, and share information between multiple actors. To foster this results driven & collaboration approach UNICEF is innovating with the implementation of digital platforms.

eTools, designed and built by UNICEF to strengthen the way it works with partners in managing results and the UN Partner Portal, a common effort between UNICEF, UNHCR and WFP to achieve harmonization and simplification of business processes related to working with NGOs, are two institutionally supported platforms built for that purpose.

eTools and the UN Partner Portal will be available in both humanitarian and developmental contexts to support, when appropriate, programme management efficiency, transition of NGO partnerships in response to emerging humanitarian response and programme reporting, aligned with the mandate of agencies involved.

Under these new open platforms, partners will be able to update information, reduce bureaucracy, speedup processing; reducing the overall cost of isolated agency specific point solutions for partners management.

Therefore, UNICEF is recruiting a Community Manager to work on an engagement plan for those partners; the main responsibilities will be to provide user support, training, and project management activities during the implementation phase of the UN Partner Portal and eTools roll-out.

PURPOSE

• Responsible for supporting UN partners in training and adopting UN Partner Portal, where appropriate and according to specific needs of country programs.
• Support eTools Community Management for partners, based on product prioritization and guidance provided by the Product Team.
• Coordinate with the eTools team to assist in monitoring progress on eTools roll-out and report upcoming country deployments.
• Provide user support, training, and change management activities during the implementation phase of the UN Partner Portal;
• Manage content and user activity on the UN Partner Portal community platforms including outreach to partner organizations for sharing news, tips, and announcements related to their usage.
• Support the UN Partner Portal roll out, hold webinars, remote orientations, keep record of training materials and product updates.
• Assist in monitoring progress on UN Partner Portal roll-out, track engagement and elaborate reports about all the involved parts.
• Support the collection and consolidation of feedback from users and parties involved about the design and usage of UN Partner Portal and eTools.
• Maintain a user care system by keeping track of issues and queries from field offices, channelling these issues to appropriate offices, tracking responses and closure by the relevant staff members and organizations involved.

QUALIFICATIONS AND EDUCATION

• University degree in Communications, Marketing, International Development, International Relations, Business Management or other relevant degrees.
• Minimum 3 years' experience managing user communities for international agencies, software products or large costumer base services.
• Experience in user mobilization, ticketing issues, and guiding users through web and mobile based platforms.
• Experience producing online content for websites, impact stories, blogs and articles about international development projects
• Experience working with the UN System, International Development Agencies or CSOs is an advantage
• Proven skills in training, management, and strategic thinking
• Proven ability to conceptualize, plan, and execute ideas as well as transfer knowledge and skills
• Ability to develop a sensitive approach to understand users, delivery quick responses and establish high standards of customer support.

LANGUAGES

Fluency in English. Proficiency in French and/or Spanish is a plus.