Project Manager, AI Operations at Hugo Technologies

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 Leaderships

• 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.

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.