Project Manager, AI Operations

About Hugo

Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we specialize in high complexity, judgment-led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the world’s most demanding digital operations, including AI and model evaluation, multimodal trust and safety, crisis and escalation workflows, and advanced customer experience programs.

We built our workforce to thrive in ambiguity. Our university-trained teams operate with AI-enabled workflows, strong analytical rigor, and a culture that rewards accuracy and ownership. Since 2017, we have scaled rapidly while maintaining exceptional retention and a reputation for world‑class execution.

We are enterprise‑ready, but we deliver it differently. We maintain the full compliance, security standards, and operational rigor required to compete with the largest global BPOs, yet operate with the agility and intelligence of a modern, analytics‑driven organization. Our teams think like consultants rather than traditional agents, pairing smart problem‑solving with structured execution. This gives clients the reliability and sophistication expected from top‑tier providers, while also bringing enterprise‑level capability to smaller companies that typically cannot access it.

Our mission drives everything. Outsourcing generates massive global value, yet only a small fraction reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and showing that African talent can power the future of the digital economy.

What You'll Be Doing

As a Project Manager, you will be responsible for overseeing the performance and success of multiple large‑scale projects, ensuring they meet client expectations and deliver results that exceed service‑level agreements (SLAs). Acting as a strategic partner to clients, you will proactively drive solutions to complex operational challenges and spearhead initiatives that advance project success.

In addition to project leadership, you will take ownership of building and leading high‑performing teams. You’ll mentor and develop team members, fostering a culture of accountability, collaboration, and continuous learning. Your leadership will be key in aligning team efforts with organizational goals, nurturing talent, and driving motivation across teams.

To be successful in this role, you should have extraordinary analytical, communication, and leadership skills, and pay great attention to detail. Our quality expectations and performance standards are high, so you should be comfortable driving operational excellence and championing innovation in service delivery.

This Involves

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.

What We’re Looking For

• Analytically strong projec