Project Manager, AI Operations at Hugo

About the Job

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.

Your Job Description

Programme/Service Support

Project Delivery:

• Manage project workflows and performance metrics.
• Provide insights and actionable strategies to achieve the best possible outcomes on projects.
• Partner with the Quality and Training Management teams to establish a rigorous quality control framework for sustained project performance.
• Lead project-level client engagements and nurture productive client relationships.

Operations Leadership:

• Partner with WFM teams to develop and manage long-term staffing strategies to meet the evolving needs of multiple high-impact projects.
• Act as the escalation point for all project-related issues, ensuring timely resolutions and maintaining high client satisfaction.
• Identify opportunities to improve operational efficiencies and implement scalable solutions.
• Ensure business continuity through contingency planning, resource allocation, and proactive risk management.

Client Relationship Management:

• Serve as the primary point of contact for client project managers, fostering deep partnerships and driving alignment on strategic objectives.
• Conduct business reviews with clients, presenting insights and data-driven results that demonstrate the value and impact of Hugo's services.
• Collaborate with internal leadership to align project outcomes with broader company objectives and client expansion strategies.

Team Leadership and Development:

• Provide leadership, direction, and professional development opportunities to Project Coordinators, Team Leads, Agents and other key team members.
• Foster team collaboration, motivation, and skill development.
• Coach and develop project teams to achieve sustained project excellence and professional advancement.
• Create and communicate clear objectives and expectations to team members, empowering them to own their workstreams and contribute to the success of the projects.
• Drive initiatives to boost team morale and motivation, ensuring that team members remain aligned with Hugo’s mission and client success.

The Job Requirements

Experiences:

• Bachelor's or Master’s degree in STEM or Humanities program, or a relevant field.
• 3 to 5 years experience in product management, project management, or a role with significant problem solving and client/team leadership responsibilities.
• Intellectual curiosity and a keen interest in emerging technologies (such as Artificial Intelligence) and their applications.
• 3 to 5 years experience in product management, project management, or account management/client services.
• Excellent presentation, written, and verbal communication skills, with the ability to effectively collaborate with clients, team members, and other business stakeholders.
• Ability to thrive in a fast-paced, dynamic environment, with a proven track record of adapting to shifting priorities and deadlines.
• Proficient in the use of G-Suite (Google Workspace) apps.

Competencies:

• Quantitative Acumen & Data Analytics: Very strong quantitative acumen and extensive experience with data analytics to inform decision-making and identify trends.
• Exceptional accuracy and attention to detail.
• A proactive problem solver who can anticipate and address challenges before they escalate.
• Excellent time management, organization, and multitasking skills, with an ability to manage competing priorities in a fast-paced environment.
• Exceptional capacity for making sound judgments in high-pressure environments.
• Clear, unambiguous communicator who is effectively responsive across multiple communication channels.