Purpose of the Job

Reporting to the Deputy-Chair, CTLT Manager, Product & Engineering, the Partner Success Coordinator leads needs assessments across the COMS-A network and prepares partner institutions to launch and adopt OneSpaceAfrica (OSA). OSA is designed so that every partner institution has accompaniment as it adopts the platform, with a partner success coordinator as its point of support. The role

(i) runs needs assessments with students, faculty, clinical staff, and deans at UGHE and COMS-A member institutions,

(ii) assesses each institution's readiness and prepares it for launch, and

(iii) supports schools after launch and brings what it learns from partners into product and evaluation decisions.

Key Responsibilities

• Own needs assessments across the COMS-A network, from planning through problem statements, user need profiles, and institutional demand and readiness findings;
• Lead structured interviews and site visits with students, faculty, clinical staff, and deans at UGHE and COMS-A member institutions, and the thematic analysis that identifies the most pressing problems they face;
• Run institutional readiness surveys, with follow-up calls with deans or designated leads to record demand and priority use cases;
• Brief and direct the needs-assessment consultant(s) on the fieldwork and coordinate their work across sites (the Strategic Operations Manager engages and manages the consultants);
• Coordinate data-sharing agreements with participating institutions before data collection begins, covering ownership, consent, and de-identification, with preliminary regulatory review from the regulatory consultant and final approval from UGHE's contracts team;
• Assess each institution's readiness for launch, maintaining a checklist of the resources schools need and plans for closing gaps, with technical input from the Infrastructure and DevOps Engineer;
• Prepare partner institutions for launch, including onboarding plans and training for faculty and students;
• Support schools after launch, tracking adoption, identifying recurring implementation barriers across institutions, and resolving issues with the product and engineering team;
• Develop repeatable onboarding and accompaniment approaches so that partner support can scale across the COMS-A network;
• Bring partner input into product and evaluation decisions, sharing findings with the product team for use-case prioritization and with the Strategic Operations Manager for the evaluation framework;
• Work with COMS-A, which leads site selection, institutional accompaniment, and network coordination, and share findings with the COMS-A network.

Key Deliverables

• Completed needs assessments for UGHE and COMS-A member institutions, including problem statements, user need profiles, and institutional demand and readiness findings
• Data-sharing agreements in place with participating institutions before data collection begins
• Up-to-date launch readiness checklists and gap-closure plans for each partner institution
• Onboarding plans and faculty and student training delivered for each launching institution
• Regular adoption tracking and reporting on recurring implementation barriers, shared with the product and engineering team
• Repeatable onboarding and accompaniment approaches documented for use across the COMS-A network

Qualifications, Knowledge, and Skills

a. Education

Bachelor’s degree required.

b.Experience

4+ years of experience in partner or customer success, program implementation, or field research, preferably in higher education, health professions education, or global health

Experience designing and running qualitative research, including semi-structured interviews and thematic analysis, and structured surveys

Experience driving adoption of a software product or digital platform, including onboarding, training, and tracking usage after launch

Experience managing consultants or field teams

Project management experience, with the ability to track milestones across multiple sites and surface risks early

c. Technical competencies

Excellent oral and written communication skills in English; English proficiency required

Fluent French required; Kinyarwanda proficiency preferred

d. Behavioral competencies

Ability to build working relationships with deans and senior faculty across institutions and countries

Willingness to travel regularly to COMS-A member institutions

Organizational Profile

UGHE is a new kind of university focused on training the next generation of global leaders in health care delivery. The university launched in Rwanda in September 2015. Through an academic experience uniquely rooted in the values of equity, students are empowered to both ease suffering at the bedside and drive transformational, systemic changes to the health system.

UGHE is an initiative of Partners In Health (PIH), an internationally recognized non-profit organization whose mission is to provide a preferential option for the poor in health care. In over nearly three decades of operating alongside public sectors in countries around the world, PIH has developed a model to deliver high quality healthcare to some of the world’s most marginalized communities. Nowhere has this impact been more profound than in Rwanda, where Inshuti Mu Buzima—PIH’s sister organization—and our government partners have driven innovation for a decade.

Members of the UGHE community are tenacious and resolute in our drive to attain social justice, make common cause with those in need, listen to and learn from others, and operate with honesty and humility as we uphold academic integrity and intellectual curiosity. The University of Global Health Equity seeks individuals committed to these values to join the team.

• Own needs assessments across the COMS-A network, from planning through problem statements, user need profiles, and institutional demand and readiness findings.
• Lead structured interviews and site visits with students, faculty, clinical staff, and deans at UGHE and COMS-A member institutions, and the thematic analysis that identifies the most pressing problems they face.
• Run institutional readiness surveys, with follow-up calls with deans or designated leads to record demand and priority use cases.
• Brief and direct the needs-assessment consultant(s) on the fieldwork and coordinate their work across sites.
• Coordinate data-sharing agreements with participating institutions before data collection begins, covering ownership, consent, and de-identification.
• Assess each institution's readiness for launch, maintaining a checklist of the resources schools need and plans for closing gaps.
• Prepare partner institutions for launch, including onboarding plans and training for faculty and students.
• Support schools after launch, tracking adoption, identifying recurring implementation barriers across institutions, and resolving issues with the product and engineering team.
• Develop repeatable onboarding and accompaniment approaches so that partner support can scale across the COMS-A network.
• Bring partner input into product and evaluation decisions, sharing findings with the product team and the Strategic Operations Manager.
• Work with COMS-A and share findings with the COMS-A network.

• Qualitative research, including semi-structured interviews and thematic analysis
• Structured survey design and implementation
• Software product or digital platform adoption, onboarding, training, and usage tracking
• Project management and milestone tracking across multiple sites
• Consultant or field team coordination
• Excellent oral and written communication in English
• Fluent French
• Kinyarwanda proficiency preferred
• Relationship-building with deans and senior faculty across institutions and countries
• Willingness to travel regularly

• Bachelor’s degree required.
• 4+ years of experience in partner or customer success, program implementation, or field research, preferably in higher education, health professions education, or global health.