Project Delivery Portfolio Manager

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 Project Delivery Portfolio Manager, you will oversee a portfolio of high-impact projects, driving operational excellence and ensuring client success. Reporting to a Director of Project Delivery, you will lead a team of Project Managers, empowering them to execute efficiently and achieve key performance indicators (KPIs). You will be a strategic partner to both internal teams and clients, bringing a balance of operational rigor, strategic insight, and people management expertise to the role.

KEY RESPONSIBILITIES

• Provide leadership, mentorship, and strategic direction to a team of Project Managers, fostering a high-performing culture.
• Oversee a diverse portfolio of projects, ensuring adherence to timelines, budgets, and quality standards.
• Partner with the Quality and Training Management teams to establish rigorous quality control frameworks and sustained project performance.
• Collaborate with Workforce Management (WFM) teams to develop long-term staffing strategies for high-impact projects.
• Serve as the escalation point for project-related issues, driving timely resolutions and maintaining high client satisfaction.
• Analyze project performance data to identify trends, risks, and opportunities for improvement.
• Conduct business reviews with clients, presenting insights and data-driven results that demonstrate the value and impact of Hugo’s services.
• Drive initiatives that enhance operational efficiency, scalability, and client satisfaction.
• Foster team collaboration, motivation, and skill development, ensuring alignment with Hugo’s mission and client success.
• Represent Hugo’s values and mission in client-facing interactions, demonstrating a commitment to excellence and community impact.

QUALIFICATIONS

Competencies:

• Exceptional leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills, with an ability to influence stakeholders at all levels.
• Strategic thinking with a focus on operational excellence and client satisfaction.
• High proficiency in project management tools and methodologies.

 

Experiences:

• 8+ years of experience in project management, including 3+ years in a senior leadership role.
• Proven track record of managing large-scale, complex projects in a fast-paced environment.
• Demonstrated ability to build and maintain strong client relationships.
• Experience in the outsourcing, BPO, or technology industry (preferred).
• Familiarity with data labeling, AI operations, or related fields (nice-to-have).

 

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.