As entrepreneurs ourselves, we understand the unique challenges startups face managing their rollercoaster growth. We’ve lived it.
We know that even well-funded teams can lack the bandwidth to recruit, train, and integrate the operations staff needed to meet growing demand. And that even when the right employees are in place, many companies lack the crucial mid-management layer needed to drive employee performance and process improvements.
Hugo was created with the high-growth startup in mind. We custom build or augment existing operations teams for companies in scaling mode, leaving founders and senior management to focus on what matters most: growth.
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.
