Operations Specialist, Nigeria

Job Description

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team. The role: Viasat Community Internet is looking for an Operations Specialist in Nigeria to enable our local presence. The role will focus on understanding the customer and retailers (community franchisees) including but not limited to purchase, usage, and engagement behaviors. You will run the local ambassador program to gain field insights for product improvements, maintaining regular communication with ambassadors and provide summary reports of findings. You will be tasked to understand the WHY behind our customer metrics (Retention, Engagement), to understand what is working and not working, and suggest product strategies. Responsibilities • Responsible for day-to-day coordination with in-country partner for Nigeria
• Oversees network quality, including uptime for network, solar kit performance, troubleshooting, and problem resolution
• Provide recommendations for improvements including new processes, quality of service checks, partner KPIs and accountability, and more
• Direct interaction with the in-country partner to provide direction and prioritization for problem identification and resolution
• Provide daily and weekly reports on current open items, issues, network performance, and timelines for resolution
• Documents processes and procedures to optimize and improve ROI
• Meets with Territory Manager weekly (or more) to provide updates and discuss current priorities
• Responsible for coordinating new Location/Site Roll Out planning with Territory Manager
• Develop and provide SLA definition for Technical Partners
• Requirements • Extensive market experience operating direct to consumer connectivity business • Expertise in user focused research, development, design, and strategy • Knowledge and understanding of Nigeria’s current connectivity environment, including specific knowledge of the underserved and uncovered areas of Nigeria • Expert in collaboration and data collection with ability to summarize findings into written reports and recommend actions • Experience driving sales, user acquisition, retention, and other KPIs towards goals • Fluency in English required. • Occasional travel to US required To learn more about this site and other office locations, please click here !