Project Manager, AI Ops Service Delivery

About us

Hugo is committed to Africa, to the future of its workforce, and to building an opportunity-engine worthy of both. Our path: we build high-performing remote-teams for some of the world’s largest technology and media companies, and specialize in omnichannel customer support, digital and AI operations, and trust and safety solutions.

Our “Why?” is simple. Outsourcing generates billions in income and opportunities globally, but less than 2% reaches African communities. We’re here to change that.    

As a company, we’re obsessed with excellence—we ask smart questions to build a thorough understanding of our clients’ needs; then pour ourselves into delivering not just great work, but also a perfect user experience. 

The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for bright, young Africans, and we work tirelessly to equip them with the skills needed to build meaningful careers. Join us!

ROLE OVERVIEW

As a Project Manager, you will be responsible for overseeing the performance and success of multiple large-scale projects, ensuring they meet client expectations and deliver results that exceed service-level agreements (SLAs). Acting as a strategic partner to clients, you will proactively drive solutions to complex operational challenges and spearhead initiatives that advance project success.

In addition to project leadership, you will take ownership of building and leading high-performing teams. You’ll mentor and develop team members, fostering a culture of accountability, collaboration, and continuous learning. Your leadership will be key in aligning team efforts with organizational goals, nurturing talent, and driving motivation across teams.

To be successful in this role, you should have extraordinary analytical, communication, and leadership skills, and pay great attention to detail. Our quality expectations and performance standards are high, so you should be comfortable driving operational excellence and championing innovation in service delivery.

KEY RESPONSIBILITIES

• Project Delivery:
  • Manage project workflows and performance metrics.
  • Provide insights and actionable strategies to achieve the best possible outcomes on projects
  • Partner with the Quality and Training Management teams to establish a rigorous quality control framework for sustained project performance
• Operations Leadership:
  • Partner with WFM teams to develop and manage long-term staffing strategies to meet the evolving needs of multiple high-impact projects.
  • Act as the escalation point for all project-related issues, ensuring timely resolutions and maintaining high client satisfaction.
  • Identify opportunities to improve operational efficiencies and implement scalable solutions.
  • Ensure business continuity through contingency planning, resource allocation, and proactive risk management.
• Client Relationship Management:
  • Serve as the primary point of contact for client project managers, fostering deep partnerships and driving alignment on strategic objectives.
  • Conduct business reviews with clients, presenting insights and data-driven results that demonstrate the value and impact of Hugo's services.
  • Collaborate with internal leadership to align project outcomes with broader company objectives and client expansion strategies.
• Team Leadership and Development:
  • Provide leadership, direction, and professional development opportunities to Project Coordinators, Team Leads, Agents and other key team members.
  • Foster team collaboration, motivation, and skill development.
  • Create and communicate clear objectives and expectations to team members, empowering them to own their workstreams and contribute to the success of the projects
  • Drive initiatives to boost team morale and motivation, ensuring that team members remain aligned with Hugo’s mission and client success.

QUALIFICATIONS

• Bachelor's or Master’s degree in a STEM program, or a relevant field.
• 3 to 5 years experience in product management, project management, or account management/client services.
• Proficiency with project management tools (e.g., Microsoft Project, Monday.com, Asana) and data visualization platforms (e.g. Sheets, Tableau).
• Excellent presentation, written, and verbal communication skills, with the ability to effectively collaborate with clients, team members, and other business stakeholders.
• Ability to thrive in a fast-paced, dynamic environment, with a proven track record of adapting to shifting priorities and deadlines.
• Proficient in the use of G-Suite (Google Workspace) apps.

DESIRED ATTRIBUTES

• Exceptional accuracy and attention to detail.
• Strong analytical mindset with the ability to leverage data to inform strategic decisions and drive operational improvements.
• A proactive problem solver who can anticipate and address challenges before they escalate.
• Excellent time management, organization, and multitasking skills, with an ability to manage competing priorities in a fast paced environment.
• Exceptional capacity for making sound judgments in high-pressure environments.
• Clear, unambiguous communicator who is effectively responsive across multiple communication channels.

WHAT WE OFFER

• Competitive compensation and benefits package. 
• Hybrid working arrangement.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• Access to cutting-edge technology and tools.

WHAT WE PROVIDE

Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun “office” culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.

PRIVACY STATEMENT: Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy.