Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

Job Type: Full Time (Hybrid)

Department: Client Success

Description

• Are you a highly analytical leader? If so, can you drive optimal project delivery, manage client relationships, and oversee key operational areas like, Quality Control, and Stakeholders?

What You Will Be Doing

• We're seeking a highly analytical Project Delivery Manager, CX Operations 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 Delivery Manager, CX Operations 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:

• Analyze 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 behaviors
• Coordinate with stakeholders for resource allocation

What You'll Need

• Demonstrated success in project management within start-up/scaleup environments, coupled with a keen understanding of operational excellence in mature, high-caliber 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.