Manager, Change and Adoption, Generative AI Operations at Hugo Technologies

What You’ll Be Doing

• The Change & Adoption Manager is responsible for ensuring that significant organisational changes at Hugo, new processes, tools, structures, service lines, and ways of working, translate into sustained behavioural change across the workforce and management personnel. The role reports to the VP of Operations and owns the end-to-end change management lifecycle: from initial portfolio intake and impact assessment, through stakeholder engagement, communication, and enablement, to adoption measurement, intervention, and long-term sustainment.

Core Responsibilities
Change Portfolio Intake and Prioritisation

• Establish and maintain a centralised change portfolio, a structured register of all active and planned change initiatives across the division that affect the workforce, management, or operational processes
• Define a standardised intake process for new change initiatives: when a project, process redesign, tool deployment, or organisational restructuring is initiated, it is assessed through a consistent framework before change management resources are committed

Impact Assessment and Change Planning

• Conduct a structured impact assessment for each initiative and quantify the magnitude of the shift from current state to future state
• Develop a resistance map that anticipates where and why resistance is likely to emerge
• Align the change management plan with the project delivery timeline

Sponsorship Activation and Stakeholder Engagement

• Identify the primary sponsor for each initiative and work with them to define their specific role in driving adoption
• Identify and activate change champions within affected teams and projects
• Manage stakeholder engagement as a continuous activity by maintaining regular touchpoints to build awareness, address emerging concerns, and sustain commitment through the transition

Communication and Enablement Execution

• Execute multi-channel communication plans tailored to each audience segment: front-line agents, QAs, Leads, Managers, and senior leadership
• Deploy practical adoption support materials at the point of need: quick-reference guides, FAQs, decision trees, troubleshooting resources, and accessible feedback channels

Adoption Tracking and Corrective Intervention

• Define adoption metrics for each initiative that measure actual behavioural change
• Escalate systemic adoption failures to senior leadership with clear evidence, root cause analysis, and recommended corrective action

Sustainment and Ownership Transfer

• Conduct post-implementation reviews for each major initiative
• Design and activate sustainment mechanisms that prevent regression
• Execute a structured ownership transfer
• Report to senior leadership on the cumulative impact of change management investment

If you are excited about delivering the following outcomes, then this role is for you

• Major organisational changes that achieve sustained adoption, measured by behavioural compliance rather than announcement reach
• A structured, repeatable change management methodology that scales with Hugo’s growth and increasing operational complexity
• Reduced change fatigue across the workforce and management through disciplined portfolio management and coordinated sequencing of concurrent initiatives
• Clear, evidence-based visibility into adoption progress that enables senior leadership to make informed decisions about where to invest and where to intervene
• A codified change management playbook that builds institutional capability and reduces dependency on individual expertise

What Qualifications You’ll Need
Required Experience and Skills

• 5–8+ years in change management, organisational transformation, or programme management roles with a significant change management mandate
• Demonstrated experience leading end-to-end change management for operational, technology, or structural transformation initiatives in high-growth, operationally intensive environments
• Strong measurement orientation, able to define meaningful adoption metrics, track them rigorously, and translate data into actionable intervention strategies

Strongly Preferred

• Experience in BPO, AI operations, or managed services environments where operational changes directly affect distributed, front-line workforce behaviour
• Prosci certification or equivalent formal change management qualification
• Experience designing and deploying change champion networks in distributed, multicultural organisations