Smile Train
is changing the world one smile at a time. Our goal is to transform every person's life impacted by a cleft lip or palate. We train and support doctors and medical professionals to provide our beneficiaries with free, life-changing comprehensive cleft treatment. Our sustainable model has allowed us to reach 1.5 million children in 90+ countries. We are truly changing the world one smile at a time.

Smile Train is looking for exceptional people to join a worldwide team of dedicated, passionate professionals. Our team is creative and highly motivated individuals working to make a positive impact. Join us!

Reports to: Area Director, Pakistan & MENA Region

Summary/Objective:

Smile Train is in search of a Program Manager to join our Pakistan team to manage our programs and partner network of cleft lip and palate treatment centers across Pakistan.

A Program Manager plays a critical role for the organization; bridging relationship and project management duties s/he is the main point of contact and representative for Smile Train programs in his/her area. S/he is responsible for supporting our partner centers and the oversight, relationship management, growth, and improvement of programs by implementing effective and efficient strategies according to each partner or program’s needs, in line with regional and global objectives and guidelines.

Essential functions:

Relationship Management

• Serve as the point person and relationship manager for all partners in your area; ensure effective communication with the partners and manage directives and communications from regional leadership and headquarters to ensure understanding and adoption at the partner level.
• Act as a solution agent and proactively address inquiries, concerns, or challenges; escalate issues and concerns raised by partners to regional and headquarters staff as needed to ensure an engaged, satisfied, and efficient partner network.
• Liaise with partners to gather or share specific required information, including survey responses, credentialing documentation, activity updates, contracts, payment details, protocol updates, and medical record reporting, among others.
• Develop resources as required for partner management (which may include material translation or translation verification).
• Provide reports or other qualitative or quantitative information about programs and partners as requested or required for regional or headquarters-level purposes.
• Onboard new partners to ensure a clear understanding of Smile Train protocols, processes, systems and requirements for optimal program implementation.

Program Implementation

• 
  Assess partners’ needs, partner data, and programmatic opportunities to design fiscal year planning objectives and targets and align partner expectations.
• With support from regional and headquarters-level education and training staff, assess partner and patient-level data to identify education and training needs and implement education and training programs.
• With support from the regional and headquarters-level comprehensive cleft care staff, implement and scale CCC programs at qualified partners.
• Research and understand the local cleft care landscape and perform needs analyses to assess the effectiveness and efficiency of existing partners and identify prospective new partners and professionals to address gaps in care based on needs analysis.

Compliance

• 
  Conduct regular visits (annually or more frequently, as appropriate) to partner hospitals to assess the effectiveness of program delivery and identify areas for program improvement.
• Facilitate required audits (e.g. safety, quality, financial, and/or legal) by qualified experts for medical or organizational oversight as needed (and in the case of medical audits, at least every 3 years). Ensure audit completion and provide audit reports to regional leadership and headquarters.
• Review partner data on an ongoing basis to ensure compliance with organizational protocols and address deficiencies with support from regional leadership and headquarter subject matter owners.
• Review funding applications for appropriateness and alignment with organizational and regional goals and priorities and provide timely approval or rejection; ensure applications include accurate and up-to-date information within organizational systems (e.g. FoundationConnect and Smile Train Express).
• Collect and review funding and treatment reports to ensure timely submission and achievement of stated outcomes/goals, and to inform future programmatic planning and decision-making.
• Facilitate or implement beneficiary feedback mechanisms to ensure partners are meeting organizational goals and requirements.

Financial

• Work with supervisor to develop annual fiscal year budget, advise on local treatment costs and benchmarks, and regularly track and monitor spend.
• Manage vendors and related agreements, invoices, deliverables, and payments per procurement guidelines.
• Collect receipts and submit timely monthly expense reports.
• Annually collect in-kind contribution information.
• Manage restricted donations, providing necessary reports or information as needed.

Communications

• Maintain relationships with key external stakeholders (e.g. patients and families, strategic partners, donors, media, etc.) to ensure appropriate communication and program success.
• Serve as the local Smile Train representative, and raise awareness and advocate for sustainable, safe, high quality, comprehensive cleft care. This may include representation at conferences, webinar presentations, or speaking to the media.
• Promote active internal communication and collaboration across the organization; share feedback and escalate risks, concerns, or challenges appropriately.
• Facilitate awareness activities and celebrations and attend events as appropriate.
• Where feasible and appropriate, support Journey of Smiles, regional and headquarters staff visits, donor visits, and other similar initiatives by facilitating partner or patient visits and engagement.
• Where feasible and appropriate, support content collection needs, projects or site visits and escalate patient and partner stories that are candidates for communications activities.
• Quickly address patient inquiries and act as a resource for the local cleft community as appropriate.

Other

• Medical Advisory Council Management - Serve as the relationship manager for the local Smile Train Medical Advisory Council. Oversee the council’s activities and facilitate administrative tasks such as scheduling quarterly meetings, recording and disseminating meeting minutes, and collecting annual in-kind contribution information. Liaise with the regional team on the Council’s questions, concerns, and/or projects as appropriate.
• Government Relations - Advocate to local government officials and bodies to incorporate cleft care into their policies, plans, and awareness efforts in order to ensure sustainability and prioritization of care for Smile Train’s beneficiaries.
  

Travel: Significant domestic (approximately 60%)

Required education and experience:

• Bachelor’s Degree in a relevant business, nonprofit, international studies, or health related field.
• 3-5 years of related work experience at an international or large national corporation or nonprofit organization (at least 2 years in a formal office setting).
• Project management experience including managing multiple projects simultaneously.
• Fluent in English and Urdu (written and oral).
• Well versed in Microsoft Office suite and can comfortably and quickly learn how to use new databases or business intelligence software.

Preferred education and experience:

• Master’s Degree in a related field.
• Knowledge of region’s local context and key players (e.g. medical associations, thought leaders, hospitals, etc.).
• Experience working in global or public health sectors and resource-limited settings.
• Familiarity with challenges faced by those with disabilities or facial differences.
• Experience with negotiation and strategic partnership development.
• Proficient in Salesforce and Asana systems.

Additional eligibility qualifications:

• Self-motivated with proven ability to lead, coordinate, and facilitate projects and teams.
• Strong communication and interpersonal skills with ability to successfully handle issues with diplomacy, tact, and cultural sensitivity.
• Excellent organization and time management skills and ability to prioritize requests efficiently and effectively.
• Comfortable working in a global team as well as having the capacity to work and move projects forward independently.
• Ability to work off hours (on-call), sometimes responding to calls/emails or participating in events early in the morning, late at night, or on weekends.

Compensation Range: $21,000 - $23,000 Annual

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, obligations, and activities may change, or new ones may be assigned at any time, with or without notice.

Application information:

Smile Train is an equal opportunity employer, committed to inclusive hiring and dedicated to diversity in our work and staff. We strongly encourage candidates from all groups and communities to apply. To apply, please complete the application online. Include your CV, a writing sample (an existing example of your writing – no need to create something new), and a cover letter that describes why you believe you would be a good fit for Smile Train and this role. We encourage interested applicants to apply as soon as possible.