Job Title: Project Delivery Manager, CX Operations at Hugo
Date Posted: 21st August, 2025.
Expiry Date: N/A
About the Job
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.
Your Job Description
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.
The Job Requirements
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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