Project Manager, Client Operations

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!

WHAT YOU'LL BE DOING

We're seeking a highly analytical Project Manager to co-lead a 500+ person data annotation team for a Fortune 100 client. You'll play a pivotal role in ensuring optimal client results.

As a Project Manager at Hugo, your main responsibility is to align our team with clients' evolving needs and serve as the primary point of contact for feedback. You'll collaboratively identify and resolve issues impacting user experiences, maintaining positive client relationships. Your dynamic role includes overseeing critical operational aspects like Project Delivery, Workforce Management, Quality Control, and Stakeholder Management. This involves:

Project Delivery:

• Design and structure team operations for complex projects and SLA adherence.
• Identify opportunities to improve operational efficiencies and implement scalable solutions.
• Manage project workflows and performance metrics.
• Provide insights and actionable strategies to achieve the best possible outcomes on projects

Workforce Management:

• Ensure proper staffing and schedule adherence, with contingency plans when needed

Quality Control:

• Analyse error trends and guide quality control efforts.
• Develop process documentation for consistency across projects.

Stakeholder Management:

• Oversee day-to-day client communications
• Foster team collaboration, motivation, and skill development.
• Establish and communicate team goals, strategies, and behaviours
• Coordinate with stakeholders for resource allocation

WHAT YOU'LL NEED TO APPLY

• Demonstrated success in project management within start-up/scaleup environments, coupled with a keen understanding of operational excellence in mature, high-calibre organizations.
• Proven track record as a Client Service Manager, consistently aligning teams with client needs.
• Exceptional analytical and communication skills, with meticulous attention to detail.
• Strong leadership abilities in optimizing team efficiency and ensuring schedule adherence.
• Experience in workforce management, surpassing client expectations, and driving performance improvement.
• Collaborative mindset for implementing performance enhancement programs and overseeing client reporting.

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.

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