Senior Program Manager – Director of Generative AI Operations

🕒 April 8

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📋 Program Manager

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Hugo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🤝 B2B

🤖 Artificial Intelligence

🌍 Social Impact

B2B • Artificial Intelligence • Social Impact

Hugo is a business process outsourcing (BPO) company that specializes in digital and AI-powered operations, omnichannel customer support, and trust & safety services for large technology and media companies. Founded in 2017 and employing thousands across Africa and other regions, Hugo focuses on hiring and training university-educated African youth, providing workforce development and career growth through programs like Hugo Academy while delivering enterprise-grade customer experience solutions. The company emphasizes social impact by expanding access to meaningful digital-economy jobs across the continent.

📋 Description

• Own delivery across multiple GenAI and advanced ML workflows, including pilots, scaled programs, and experimental work • Lead AI Ops programs that leverage distributed, crowd-based, or hybrid workforce models • Translate client objectives into executable operating models, staffing strategies, and metrics • Ensure consistent delivery outcomes across quality, AHT, throughput, and SLA adherence • Partner with Quality and Training teams to embed Day-1 excellence and continuous improvement • Lead Hugo’s pilots' operating model, including intake, scoping, staffing, execution, and ROI • Design fast, low-risk pilots that validate quality, rater profiles, tooling fit, and workflow complexity • Operate comfortably in hyper-agile environments where guidelines, evaluation criteria, and tooling evolve in parallel with delivery • Identify repeatable patterns that convert pilots into long-term revenue-generating programs • Maintain visibility into headcount deployment, cost efficiency, and capability progression • Design and operate flexible AI workforce models spanning on-payroll teams, crowd contributors, and specialized talent pools • Oversee certification pathways, performance calibration, and specialization tracks • Act as a senior delivery and ops counterpart to client PjMs, product leaders, and research teams • Lead structured client conversations on delivery performance, system design tradeoffs, and roadmap planning • Proactively surface insights on workflow optimization, capability expansion, and operational levers • Define and own performance dashboards across quality, efficiency, workforce health, and finances • Build operational systems and feedback loops that scale beyond individual programs or clients • Establish SOPs, escalation paths, and governance frameworks suited to fast-moving AI work • Drive post-mortems, root-cause analyses, and continuous improvement cycles • Lead and develop senior portfolio managers, project managers, and cross-functional partners • Shape org design and capability investments as Hugo scales its AI operations footprint • Serve as a culture carrier for execution excellence, clarity, and accountability

🎯 Requirements

• 8–12+ years in operations, program leadership, or delivery roles, with progressive responsibility leading AI, ML, or data-intensive programs in recent years • Significant experience running AI development or AI operations programs that leverage crowd, freelance, or distributed workforce models • Demonstrated success operating in hyper-agile environments with evolving requirements • Experience leading distributed, multicultural teams • Proven ability to translate ambiguity into scalable delivery systems • Strong analytical orientation with comfort using metrics to guide decisions • Executive-level communication and client-facing judgment

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development budget • Home office setup allowance • Global team events