Description
Position Description
Location: Mercy Corps locations, flexible remote
Employee Type: Full-time
Contract: Fixed-Term, 12 months
Reporting To: Global Senior Advisor, Community Accountability
Salary: UK base starting salary for this role will be 44,320GBP - commensurate on experience. Other locations subject to local benchmark.
Closing date: Please submit CV and cover letter by end of May 12th
Supervisory Responsibility
None
Position Summary
The Accountability Systems Project Manager will join the Technical Resources and Quality (TRaQ) Unit. The TRaQ Unit supports country-led work to deliver measurable impact, leads agency thinking in technical and program management areas, and ensures quality programming while elevating agency visibility. This position will be part of the Program Standards team which supports effective, efficient and equitable program and portfolio performance through a culture of quality management, to achieve greater impact for those that matter most -- our program participants. The Program Standards Team oversees several business processes including Community Accountability, Program Management, Program Management Analytics; Quality Distributions, Gender Equality and Social Inclusion, Process Improvement and Program Management Learning and Development.
The Accountability Systems Project Manager will lead the design, piloting, and global deployment of the ZenDesk application to automate Mercy Corps' feedback mechanisms - Community Accountability Response Mechanism (CARM). They will develop user guides and training materials to facilitate onboarding and ensure the project stays on trackโdelivering within scope, on schedule, and within budget. The Accountability Systems Project Manager will also build standardized and automated processes to support the regular analysis, and presentation of The Accountability Systems Project Manager will also support the analysis, presentation and socialization of Core Humanitarian Standards (CHS) data and improvement plan and Grand Bargain Data.
Essential Job Responsibilities
Project Management & Implementation
Lead the end-to-end rollout of ZenDesk for global CARM, ensuring alignment with organizational goals and accountability standards.Develop and manage project plans, timelines, and deliverables, ensuring the project stays on scope, schedule, and budget.Lead the development of an automated process to analyze and present CHS and Grand Bargain data Coordinate with IT, CARM, program teams, and external vendors to configure and customize ZenDesk as needed.Oversee pilot testing, evaluate results, and implement necessary adjustments before full-scale deployment.
PROGRAM QUALITY
Provide technical support to program teams across the Mercy Corps portfolio of countries, including those in complex crisis environments to understand their needs and ensure ZenDesk supports effective and inclusive community accountability.Collaborate with Mercy Corpsโ accountability teams to integrate ZenDesk with existing CARM processes.Maintain standards of program delivery through application of agency approaches and compliance with relevant regulations and requirements; Increase program capacity regarding automated processes of CARM within Mercy Corps through developing, and disseminating tools such as training and workshops, manuals, case studies, webinars and monitoring and evaluation tools.
LEARNING AND IMPACT
Provide in-country and remote training about CARM automation for Mercy Corps staff, partners, and programs with best practice advice and assistance on assessment, implementation, research, and evaluation.Develop user guides, training materials, and other resources to support onboarding and effective use of ZenDesk.Provide ongoing support and troubleshooting to ensure smooth adoption of ZenDesk.
System Monitoring & Continuous Improvement
Establish key performance indicators (KPIs) and mechanisms to assess system effectiveness and end-user adoption.Identify and address technical or operational challenges, working with IT and program teams to refine processes.Ensure ZenDesk is optimized for reporting and data management to support evidence-based decision-making.
SAFEGUARDING RESPONSIBILITIES
โ Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work
โ Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members
โ Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options
RISK MANAGEMENT & COMPLIANCE
Ensure the ZenDesk implementation aligns with Mercy Corpsโ CARM policy, data security, and privacy regulations. Identify potential risks related to system adoption and develop mitigation strategies.Required Knowledge, Skills and Abilities
Comfortable working with diverse teams; fosters an environment of inclusion and collaborationCreative, adaptive, and flexible; consistently acts with integrityDetail-oriented with the ability to multitask, prioritize, and work under tight deadlines within complex team environmentsExceptional writing skills; effective and clear communication overallExcellent external relationship and partnership management, prioritizing elevating Mercy Corpsโ and technical teamโs reputations.
Required Education and Experience
2 to 4 years providing technical support in the relevant field of expertise