Job title: Project Delivery Manager, CX Operations Job at Hugo
Company: HUGO
Job description: 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 OperationsJob Location: Nigeria
Work schedule: Hybrid
Department: Client SuccessDescription
- 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.
Expected salary:
Location: Nigeria
Job date: Mon, 19 May 2025 05:45:25 GMT