Project Delivery Manager, CX Operations

WHAT YOU'LL BE DOING


We're seeking a highly analytical Project Delivery Manager, CX Operations to co-lead a 500+ person data annotation team for a Fortune 100 client. You'll play a pivotal role in ensuring optimal client results.
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.



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