Project Delivery Manager, CX Operations Job at Hugo

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.

We are recruiting to fill the position below:

Job Position: Project Delivery Manager, CX Operations

Job Location: Nigeria
Work schedule: 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'll 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 To Apply

• 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.