Project Delivery Manager, CX Operations

About the position

ABOUT HUGO

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.

PRIVACY STATEMENT

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EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status

Place of work