Fresh Jobs at Hugo Technologies

Role Overview

• The Strategy & Transformation Team is at the forefront of Hugo’s growth and innovation initiatives.
• We play a critical role in defining and driving strategic operational improvements across all areas of the organization.
• At its core, the team operates as an internal consulting group.
• In this role, you will lead small, highly skilled ad-hoc teams on a range of high-priority projects to create effective, scalable solutions, and then implement them. 
• You will operate as an engagement leader where you will lead the day-to-day execution of internal transformation projects, to help internal users match and exceed our constantly increasing client expectations. 
• To be successful you must be adept at zooming in to collect data and draw insights from analysis, then zooming out to develop compelling recommendations and ideas.
• Switching from strategic to tactical mode, you should be capable of persuasively communicating your recommendations to other senior team members, and then jumping into the trenches with your team to drive implementation and company-wide adoption. All the while, not forgetting to continually monitor the impact of your solution. 
• Your internal engagements will often span from a few weeks to several months
• You'll work closely with others but also autonomously with little direction.

Key Responsibilities
Manage transformation projects from conception to implementation:

• You will operate as a project leader, taking ownership of the overall project lifecycle. You will be responsible for delivering the key results (in line with the project and wider strategic objectives) and embedding this mindset across cross-functional teams and thereby strengthening our operational readiness to support our rapid growth.
• Manage execution pace and output, ensuring estimates are reasonable and that projects stay on track for on-time delivery
• Build thorough, best-in-class implementation frameworks that are relevant for the business and can be sustainably institutionalized, scaled up and replicated across.
• Create a shared brain across large teams to align stakeholders to the vision of the project and empower independent decision-making.
• Lead the development of prototypes such as minimum viable products or proof of concept.

Design, build and optimize processes to drive significant performance improvement and great user experience:

• Define, design and optimize scalable and replicable processes across the organization by constantly  pushing “the team” to challenge the status quo
• You will use relevant tools to help identify opportunities for process improvements and implement these recommendations to drive significant performance improvement with user design at the centre of the mix.
• Scale the business through standardization, continuous improvement and lean practices.

Use a data-driven approach to navigate through ambiguity and solve business-critical problems:

• You will build a sustainable data architecture and adjacent processes to strengthen our data governance model. This will serve as a single source of truth for extracting and leveraging that data to drive innovation, challenge status quo thinking and fuel relevant and transformative business strategies.
• Prepare highly impactful periodic reports that provide relevant insights and strategic options to drive decision making

Qualifications

• Bachelor's Degree from a top-tier university with consistent outstanding academic records; an Advanced Degree or MBA is strongly preferred.
• 8+ years of experience with a dynamic mix of Management Consulting (6+ years) and Industry experience (2+ years) with demonstrable results in the implementation
• Proven record of high performance and substantial achievements in your past positions
• Demonstrated leadership ability in a team environment
• Excellent written and oral communication skills, with the ability to present to various audiences and distill key messages in order to effectively inform and persuade.
• Entrepreneurial experience including but not limited to launching and scaling a project in an emerging market.
• Adept at analyzing large datasets to extract and communicate recommendations and ideas. 
• Exceptional analytical and quantitative problem-solving skills
• Initiative taker, eager to break new ground, create opportunities for others
• Willingness to take personal risks - as seen through leadership roles - in work environment and extracurricular activities
• Ability to work effectively with people at all levels in an organization
• Skills to communicate complex ideas effectively
• Superior organizational skills, including the ability to manage multiple projects simultaneously.

About You:

• Self-starter, self-disciplined and target focused
• Entrepreneurial: Satisfied only when an idea is successfully executed
• Resourceful and strategic
• Prioritize ruthlessly
• Collaborative.

What We Offer

• A competitive total compensation package.
• A business model that makes sense for Africa. 
• A high-calibre, fun team committed to the continent.
• Large-scale, measurable impact.

go to method of application »

Role Overview

• Over the last year, Hugo has experienced tremendous growth. Revenue increased 3x year over year, and our portfolio of clients expanded from unregulated start-ups to include publicly traded tech giants.
• To continue on this trajectory, and unlock even more opportunities, we need to “level up” our infrastructure and we are looking for an industry veteran to lead the charge.
• The ideal candidate is creative, analytical, and hands-on, and excited to use his/her deep expertise to create a “first” in West Africa.

Who you’ll work with:

• In this full-time, executive position, you’ll work primarily with Hugo’s Lagos-based Operations team, and be a key partner to the executive team.
• The role requires significant travel to Lagos, Nigeria and other operational offices of Hugo in Africa.

Key Responsibilities

• Build, grow and lead Hugo’s Information Security and IT Infrastructure teams.
• Develop IT Infrastructure and Information Security business roadmap and own its execution/ implementation.
• Improve Hugo’s value proposition to our clients by leveling-up the infrastructural element of our service offerings.
• Develop an in-depth understanding of the client’s information security and infrastructure requirements, incorporate these requirements into Hugo’s day-to-day IT operations and systems.
• Address any client questions re: information security and IT infrastructure.
• Own information security (re)certification projects (ISO & SOC II) and build Hugo’s ongoing information security compliance & internal audit function.
• Develop and implement a holistic information security program that can be adopted as a framework across all Hugo locations.
• Plan and manage IT Infrastructure budget and utilization of resources. Build investment cases and communicate accurate budget impact/forecast of work.

About You

• Business-minded IT veteran with a proven track record.
• A perfectionist at heart with exceptional attention to detail.
• Builder with demonstrable people and systems leadership experience.
• Can convey highly technical concepts to non-technical people (clients, management team).
• Adventurist.

Qualifications

• Bachelor’s Degree in computer science, information systems or a related field from a globally recognized institution. Master’s degree preferred.
• 20+ years in progressively responsible technology roles with accountability for complex infrastructure and information security projects.
• 5+ years in a senior leadership role.
• Client-facing experience operating at the executive level regarding negotiations, business development and relationship management.
• Excellent knowledge of technology environments, including telecommunications, networks, IT architectures, and information security software solutions.
• Experience leading implementation of information security frameworks (e.g. ISO, SOC, NIST) backed by relevant professional certifications (e.g. PECB-issued certifications) and deep expertise in information security.
• Strategic and technical understanding of corporate governance, risk management and compliance.
• Knowledge of the latest technological advances that could benefit the company, including information security best practices, industry trends, tools, and change management.
• Operational IT experience is a major plus.

What We Offer

• A competitive compensation and benefits package.
• Opportunity to apply your experience in a fast-growing entrepreneurial environment.
• A high-caliber, fun team committed to the continent.
• Large-scale Impact.

go to method of application »

Role Overview

• Hugo is seeking a highly-structured, plugged-in, Talent Acquisition Lead to support the CEO/COO in building out a top-tier senior and middle management bench.
• Specifically, you will be responsible for sourcing, attracting, and hiring the best senior and mid-level management employees to help us scale our remote workforce across Africa.
• This role is remote.

Key Responsibilities

• Design a sourcing strategy that keeps a steady stream of world-class talent (across a range of roles/functions) coming through our doors.
• Implement a robust recruitment KPI tracking and data management system.  
• Manage the end to end recruitment process for senior and middle-level talent; from sourcing through to offer negotiation and signing.
• Work cross-functionally with the senior management to: 
  • Identify recruiting needs and develop effective hiring plans (job description, candidate profile/persona, talent acquisition strategy). 
  • Develop assessment rubrics and techniques to more effectively evaluate the best fit for any role.
  • Provide recruitment and retention analysis and insights.
• Create a best-in-class, personalized experience for any candidate that enters our recruitment process.
• Establish Hugo as the brand of choice for seasoned professionals looking to do practical, high-impact work on the continent.
• Leverage job fairs, conferences and other external networking events to build relationships, identify talent and develop an understanding of the employment market.
• Build a networking-based outbound talent acquisition process that capitalizes on the existing networks of Hugo’s leadership team.

Qualifications

• B.Sc from a reputable university.
• A large professional network across the EMEA region.
• 10+ years experience in talent acquisition.
• Expertise in full cycle recruiting and employer branding techniques.
• Experience recruiting executive and/or international candidates.
• Strong business acumen, sales and negotiation skills.
• Strong organizational, problem solving, and leadership skills.
• Perfect written and oral communications skills.
• Experience with application tracking systems preferred.

About You:

• You love the hunt. 
• You can lead a successful hunt. 
• You hunt with class. 

What We Offer

• A competitive total compensation and benefits package.
• A business model that makes sense for Africa. 
• A high-calibre, fun team committed to changing the status quo.
• Opportunity to have a large-scale impact.

go to method of application »

Role Overview

• We are seeking a structured, highly-analytical professional to lead our Workforce Management (WFM) function across Nigeria, Senegal and Kenya.
• In this role you will improve the overall productivity and effectiveness of our workforce, identify and manage workforce risks, and improve the link between people expenditure and business outcomes.

Who You’ll Work With:

• The successful candidate will join Hugo’s service delivery team in Lagos, Nigeria, and will report to the Head of Service Delivery. 

Key Responsibilities

• Oversee capacity planning, scheduling, and real time resource management for our distributed data annotation workforce across multiple clients and workflows.
• Monitor weekly and intra-week work volume, average handle time, shrinkage and other critical staffing metrics to report out on trends and opportunity areas.
• Proactively identify staffing gaps, and work with the recruiting team to address. 
• Oversee scheduling of non-production activities to minimize impact on SLAs (e.g. training, meetings, organizational activities, etc.).
• Build reporting for daily/weekly/monthly summaries on service levels, schedule adherence, performance & other ad-hoc needs. 
• Run “what if” scenario models and stress test staffing plans to minimize exposure to possible interruptions.
• Lead data-driven initiatives that will improve the productivity, effectiveness, and/or satisfaction of our workforce.
• Work cross-functionally to develop and execute workforce optimization initiatives, with appropriate change management and thoughtful communications strategies.
• Interact with the workforce in an operationally excellent, clear, and empathetic manner.
• Partner with the broader service delivery leadership to drive continuous optimization across WFM.

Qualifications

• Bachelor's Degree in STEM field preferred; Master’s Degree a plus.
• 10+ years in workforce management; experience supporting US/EU clients as BPO partner preferred.
• 3+ years formal management / team leadership experience required.
• Superior organizational skills, including the ability to manage multiple projects simultaneously and respond effectively in a dynamic working environment.
• Comfort analyzing large datasets to extract and communicate findings or next steps.
• Structured, logical, and creative thinking: the ability to dissect a problem using a critical approach and iteratively test solutions.
• Ability to balance high-level strategic thinking with hands-on tactical tasks.
• Excellent written and oral communications skills required.
• Experience with WFM software (Verint, NICE IEX, Aspect, etc.) required.
• Advanced proficiency in Excel and SQL required.
• Proficiency in data visualization and data analytics software (e.g. Tableau, Power BI) a plus

About You:

• Self-starter, self-disciplined and target focused. 
• Perfectionist at heart.
• Servant leader.
• Kind, but firm.

What We Offer

• A competitive total compensation and benefits package.
• A business model that makes sense for Africa.
• A high-calibre, fun team committed to the continent.
• Large-scale impact.

go to method of application »

Role Overview

• The People Analytics Team at Hugo has a clear mission - help the organization make better decisions about the future of its workforce by generating actionable insights from data on our most precious asset - our people.
• The ideal candidate will be responsible for building our end-to-end reporting and analytics platform from the ground up. You will handle data across the entire employee lifecycle and work collaboratively across all levels and functions of the organization to improve the way we identify, attract, develop, motivate and retain great talent.
• People Analytics topics you will work on include, but not limited to, talent supply demographics, attrition and turnover rates, compensation planning, inclusion and diversity program effectiveness, candidate attraction, recruiting funnel analysis, employee experience, market hiring trends, workforce effectiveness, hours and staff utilization analysis, performance trends, employee engagement, health and wellbeing and compliance with employment laws.
• You will also work to support special projects and strategic initiatives that enhance our people-value proposition.

Key Responsibilities

• Vision. Work with the Director of People Strategy to build-out the vision for the People Data & Analytics team.
• Point of Contact. Build a deep understanding of analytics needs of various functions to empower, and partner with, a broad range of business leaders, people managers, process owners and all HR functions with actionable insights to solve problems, guide business decisions and elevate organizational performance.
• Ad hoc Requests. Respond to all types of data requests; some important albeit repetitive tasks such as lists of employee names for different business areas, whilst others so varied you will need to experiment with new reports or formulae to get to some meaningful insights.
• Standard KPIs. Develop a standard set of People key performance indicators.
• Data Infrastructure. Build and scale people data infrastructure that allows for robust quantitative (i.e. HRMS) and qualitative data (i.e. exit interview) feeds, key indicators and metrics at each stage and from multiple sources across the entire employee lifecycle (from application to exit) to capture understanding of the full employee experience.
• Tools and Software. Manage the back end of our HRMS and other People platforms, drive improvements and make sure all systems and processes are fit for purpose. Remain current on new analytics tools in the market, to provide effective and efficient consultative advice to business clients.
• Actionable Insights. Analyze data for clear themes and trends to translate the data into compelling, logically structured, actionable and predictive insights. Assist with requirements gathering sessions to inform the design and delivery of insights.
• Present and Communicate. Prepare and deliver executive level presentations. Communicate complex data analytics to all audience levels, in a simple and visual way, to easily make data-driven decisions for better policy making, business process optimization and implementation of strategic initiatives.
• Automate and Scale. Increase data capture efficiency and implement standard processes, systems and controls to ensure scalability into the future. Make recommendations for digitization, automation, predictive analytics and forecasting. Establish democratized self-service capability for reporting available to wider business teams (based on specified user requirements and permissions) to answer repeatable business questions and provide insights at scale.
• Dashboards and Visualization. Design and enable the use of dashboards and other tools for visualizing data (i.e. reports, charts, graphs, presentations etc.) across all People functions and Business units.
• People Projects. Measure and quantify the effectiveness of our people programs, initiatives and processes to inform leadership whether to double down, pivot or abandon projects.
• People Team. Engage with People Functions (i.e. recruiting, onboarding, L&D, academy, workforce management, core HR etc.) to support ongoing operational analytics efforts.
• Performance and Compensation. Assist with the design and development of the year-end appraisal and compensation data, reporting and analytics, making recommendations for the most effective use of data (i.e. identify employees eligible for bonus pay).
• Impact. Partner with the Head of Impact in the design of diversity and inclusion reporting and analytics across all the People processes and cycles.
• Workforce Intelligence. Deploy strategic workforce analytics methodologies to drive key business decisions and inform people planning.
• Prioritize. Manage multiple simultaneous work streams, ensuring all projects are prioritized by business value and aligned with other analytics projects in the organization; balance short-term tactical implementation with longer-term strategic goals.
• Data Driven Organization. Actively work towards adoption and engagement of data-driven people decisions mindset across the company. Educate and empower partners, challenging conventional thinking when it comes to measuring how people drive value.
• Data Quality and Risk Reduction. Promote a strong sense of risk awareness in our data processes, maintaining efficient and effective risk and compliance management practices by adhering to required standards and processes.
• Confidentiality. Maintain unwavering confidentiality and discretion when dealing with sensitive employee data.

Qualifications

• Bachelor's Degree required in STEM, Business Analytics, Data Science, Statistics or any related field.
• Possible certification in Data Analytics and Data Visualization.
• 6+ years of proven relevant work experience in data analytics and visualization, business intelligence, analytical consulting and reporting.
• Advanced knowledge of G-suite, Excel, SQL and PowerPoint mandatory, specifically related to working with large data sets to visualize data and glean insights.
• Experience with Workforce and HR Systems (i.e. Factorial, Monday, Greenhouse etc.) including reporting, analytics and platform integrations.
• Experience extracting data from Data Warehouses using a programming language (i.e. SQL).
• Hands on experience with one or more BI platforms / visualization tools (i.e. PowerBI, Tableau etc.)
• Advanced knowledge and application of predictive modelling and statistical methods.
• Proficiency in programming languages (i.e. Python, R, XML, JavaScript, etc.).

About You:

• Data-driven, insight led “mind-sight” and independent thinker that can challenge the business and analytics status quo.
• Comfortable handling and deriving insights from large data sets.
• Curious and inquisitive - you don’t stop at the basics but always question why something is as it is, and when you think you have found the why you ask why again. You are only satisfied when all possibilities have been explored.
• You tailor conclusions to your audience - it is clear to you a managing director usually wants to know the bottom line first.
• High attention to detail and meticulously accurate.
• Works collaboratively and effectively builds relationships with key stakeholders.
• Comfortable dealing with ambiguity and thriving in a rapidly changing environment with competing and shifting priorities.
• Customer-service-focused mind-set.

What We Offer

• A competitive total compensation package.
• A business model that makes sense for Africa.
• A high-caliber, fun team committed to the continent.
• Large-scale, measurable impact.

go to method of application »

Role Overview

• Over the last year, Hugo has experienced tremendous growth. Revenue increased 3x year over year, and our portfolio of clients expanded from unregulated start-ups to include publicly traded tech giants.
• To continue on this trajectory, and unlock even more opportunities, we need to “level up” our IT operations and we are looking for an experienced IT enthusiast to own IT operations processes and drive improvements in our IT function.
• The ideal candidate is an exceptionally organized, methodical and hands-on leader with extensive experience and deep expertise in IT operations and information security.

Who you’ll work with: 

• In this full-time, senior position, you’ll work primarily with Hugo’s Lagos-based Operations team, and report to the Director, IT Infrastructure and Information Security.
• The role is open to candidates based in or willing to relocate to Lagos, Nigeria.

Key Responsibilities
Manage and lead Hugo’s IT Operations and Networking teams to: 
IT Operations & Networking:

• Implement, manage and constantly improve secure, stable, cost-effective, scalable and high-performing IT infrastructure (hardware, software, network and processes) for both WFH (work-from-home) and Secure-Site service delivery teams. 
• Build and manage an efficient IT assets and device management system: end-to-end process of planning, selecting, purchasing, maintaining, tracking and safekeeping of IT assets and devices.
• Lead the implementation of a best-in-class IT helpdesk ticketing and support function. 
• Develop and implement organizational continuity protocols to minimize disruption to operations in the event of emergency situations.
• Coordinate network and country-wide IT Operations budget planning and long-term planning required to make sure that the network is maximizing its assets/capabilities and minimizing disruptions in service.
• Select and manage vendors and IT partners. Leverage industry knowledge and negotiation skills to secure cost-effective and innovative solutions that help us achieve our business goals.

Information Security:

• Ensure all IT infrastructure is fully compliant with industry standards and best practices. 
• Implement and manage a holistic information security program to ensure appropriate levels of confidentiality, integrity, availability, safety, privacy, and recovery of information by the company.
• Lead information security implementation initiatives and (re)certification projects (ISO & SOC II).
• Manage operational IT and information security routines, policies, and procedures, and lead the implementation of such.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems or a related field from a globally recognized institution. Master’s Degree preferred.
• 12+ years in progressively responsible technology roles with accountability for complex IT infrastructure and information security projects.  Operational IT experience is required.
• 3+ years in a senior leadership role. 
• Excellent knowledge of technology environments, including telecommunications, networks, IT architectures, and information security software solutions.
• Experience leading the implementation of information security frameworks (e.g. ISO, SOC, NIST) backed by relevant professional certifications (e.g. PECB-issued certifications) and deep expertise in information security.
• Knowledge of the latest technological advances that could benefit the company, including information security best practices, industry trends, tools, and change management.

About You:

• Business-minded IT veteran with a proven track record.
• A perfectionist at heart with exceptional attention to detail. 
• Builder with demonstrable people and systems leadership experience.
• Can convey highly technical concepts to non-technical people (clients, management team).
• Adventurist.

What We Offer

• A competitive compensation and benefits package.
• Opportunity to apply your experience in a fast-growing entrepreneurial environment.
• A high-calibre, fun team committed to the continent.
• Large-scale Impact.

go to method of application »

Role Overview

• We are embarking on an exciting period of rapid people growth across our organization.
• To support this growth, we are seeking a dynamic, strategic, hands-on Director of People Strategy & Operations to vision, develop, and own our end to end people/workforce strategy. 
• As an outsourcing company, our product is our people, so this is first and foremost, a strategy role.
• The successful candidate will play a key role in our mission to build the world’s most sophisticated workforce, by ensuring that our people are relevant and engaged, and that our organization is positioned to attract the best and brightest Africa has to offer.
• The ideal candidate is someone who thrives given an open canvas and can successfully bring new ideas to life. 

Key Responsibilities

• Organizational Design & Branding. Work alongside the company’s founders and all divisions to develop and deploy the company’s people strategy and scaling roadmap. Build with a focus on employer positioning, organizational design, competency mapping, leadership development, performance measurement, succession planning, and change management.
• Talent Acquisition & Engagement. At Hugo, our product is people. As such, we're focused on attracting only the best at every level of the organization so that each new hire elevates our talent bar. You will lead the development of systems for the end-to-end recruiting process, optimizing our talent funnel, candidate evaluation, candidate experience, and new hire success rates.
• Talent Development: This comprises, but not limited to, learning opportunities, recognition, psychological safety at work, mentorship, career growth with clear career ladders, transparency and timeliness in employee communications, access to “giving back to communities” opportunities, and compensation aligned to the company’s success.
• Culture and Engagement. As a people company that plans to scale beyond  10,00 FTEs over the next 7 years, culture and entrenchment will determine our success. You will co-define and drive the permeation of our culture, which values excellence over “anyhowness” above all else. To propagate this, you will create and implement systems that are grounded in transparency and equity within the organization.
• People Analytics. As a growing remote-work company with fewer in-person interactions than the norm, robust people-performance and analytics programs must be developed. This will begin with the production of actionable people-data by the Company. 
• Process Implementation, Foundation Building and Compliance: Design, implement and optimize systems and processes to support all People objectives while communicating, delivering, and refining all initiatives as they relate to People and Culture. Own employee relations and compliance, and ensure Hugo is up to date on best practices and employment law. Leverage the best technology across the People spectrum to drive efficiency throughout the function.
• World-Class People Function: Recruit, manage, and coach a team to deliver world-class service to support the continued growth of the business. Instill a pervasive culture of user-design, coaching, collaboration, inclusiveness and real-time feedback within your direct reports and across the Hugo organization.

Minimum Qualifications

• M.Sc or MBA from a top-tier global program required.
• Prior investment banking or management consulting experience strongly preferred. 
• Proven experience leading and delivering special projects in organizational design and change management.
• Experience creating and implementing pragmatic and business-focused people-related programs and initiatives.
• Strong organizational, business acumen, and problem solving skills.
• Excellent verbal and written communication skills, with proven ability in stakeholder management.
• Ability to analyze and interpret complex data, and make data-driven decisions.
• Working knowledge of multiple human resource disciplines, including compensation practices, organizational diagnosis, employee relations, performance management, and employment laws.

About You:

• Strategic and creative.
• Satisfied only when an idea is successfully executed.
• Data driven.
• You bring immediate credibility to the role through strong academic qualifications and professional experience.
• Authentic.

Key Competencies:

• Leadership: Passionate, high integrity leader who can inspire an entire organization. Possesses the energy, sincerity and drive to engage and build meaningful relationships, grounded in trust, with a diverse and distributed team. Genuinely excited to spend time “in the business”, with the team, and always understands the “pulse” of the team. Balances inspiration and accountability. Embodies and drives the core values. Leads with calm during times of stress.
• Growth/Optimization/Scale Mindset: Able to not only  develop a strategy but also  lead the organization in its execution. Eager to take on new challenges with an open and winning- mindset, while respecting team, peers, and leaders. Possesses the problem-solving ability to lead the charge on tackling complex issues. Leverages data and analytics to drive business decision-making.
• Ownership and Mastery of Craft: Focused on outcomes. Able to deliver on commitments while installing the right amount of process to enable steady performance. Flexible in approach to deliver quality and excellence, in the face of high growth and unexpected twists and turns. A relentless execution expert with confidence in her/his expertise in core areas. Always learning, optimizing and improving.
• Collaboration and Influencing: Demonstrates the  gravitas, willingness, and ability to work effectively at all levels of the organization. Facilitates connection and collaboration across the business. Brings the “playbook” to the table but has the flexibility and humbleness to adapt to business and stakeholder needs. Will contribute skill and experience with generosity, and be willing to work with anyone to drive real business impact. Balances strong quantitative and analytical skills with the emotional intelligence needed to influence organizational outcomes.
• Innovation and Entrepreneurialism: Able to thrive in a dynamic, fast-paced environment. Relentless focus on improvement and raising the bar. Balances scrappiness and execution with business maturity, prioritization and thoughtfulness. Is curious, agile, a self-starter and welcomes challenge as a conduit to improvement. Can be creative with resources and has a history of getting things done in complex environments.

What We Offer

• A competitive total compensation package.
• A business model that makes sense for Africa.
• A high-calibre, fun team committed to the continent.
• Large-scale, measurable impact.

go to method of application »

Role Overview

• We are seeking a highly-analytical Product Operations Manager in our Service Delivery division to coordinate the strategic and tactical activities of a 200-person data annotation team for a Fortune 500 client. 
• You will report to and serve as a key partner to the Account Manager in helping our client achieve the best possible outcomes. Remote candidates encouraged to apply.  

Key Responsibilities
Project Delivery:

• Manage workflows, day-to-day communications, and project success metrics.
• Create structure for your team to deliver on complex projects against Service Level Agreements (SLAs) and shared goals. 
• Set and communicate team and individual goals, strategy, tactics and behaviors required to achieve those goals. 
• Collaborate with Workforce Management to ensure teams are always properly staffed and trained. 
• Provide motivational leadership to your team and foster a culture of collaboration and trust.
• Develop junior leads by providing constant feedback on performance and where necessary, coaching to close performance gaps.
• Critically think about your project as related to the client’s end-goal and provide insights and actionable recommendations to get to the best possible outcome.
• Coordinate across stakeholders to ensure the right resourcing, execution and communications are in place to deliver meaningful results.
• Communicate production progress, quality, and resourcing initiatives to relevant stakeholders.
• Identify opportunities to improve operational efficiencies and implement scalable solutions.

Quality Control:

• Identify issues and errors, and communicate appropriate course-correction plans before the client flags.
• Perform weekly analyses of error trends to address and report on major issues impacting the project, and to provide guidance to the quality control team.
• Develop process documentation and align with other project managers to ensure consistency of quality processes, critical issues, and reporting across projects.

Qualifications

• Bachelor's Degree in a STEM field or equivalent.
• 5+ years of experience in a consulting, operations, or technical management role.
• Professional Services or client-facing experience preferred. 
• Strong organizational and analytical skills.
• Exceptional attention to detail. 
• Excellent conceptual, written and verbal communication skills.
• Demonstrated team leadership experience.
• Proficient with Excel. SQL a plus. 

About You:

• Self-starter, self-disciplined and target focused. 
• Perfectionist at heart.
• Iterating is a way of life.
• Intense, but reasonable.

What we Offer

• A competitive total compensation and benefits package.
• A business model that makes sense for Africa. 
• A high-calibre, fun team committed to the continent.
• Large-scale impact.