Program Director - Service Delivery at Hugo

Village of Highland Falls, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Leadership, Client Management, Operational Excellence, Team Development, Financial Management, Process Improvement, Digital Transformation, Cross-Cultural Leadership, Workforce Management, Analytical Skills, Strategic Thinking, Communication Skills, Problem Solving, Emotional Intelligence, Innovation, Performance Monitoring

Industry

IT Services and IT Consulting

Description

About Hugo Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we specialize in high complexity, judgment-led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the world’s most demanding digital operations, including AI and model evaluation, multimodal trust and safety, crisis and escalation workflows, and advanced customer experience programs. We built our workforce to thrive in ambiguity. Our university-trained teams operate with AI-enabled workflows, strong analytical rigor, and a culture that rewards accuracy and ownership. Since 2017, we have scaled rapidly while maintaining exceptional retention and a reputation for world-class execution. We are enterprise-ready, but we deliver it differently. We maintain the full compliance, security standards, and operational rigor required to compete with the largest global BPOs, yet operate with the agility and intelligence of a modern, analytics-driven organization. Our teams think like consultants rather than traditional agents, pairing smart problem-solving with structured execution. This gives clients the reliability and sophistication expected from top-tier providers, while also bringing enterprise-level capability to smaller companies that typically cannot access it. Our mission drives everything. Outsourcing generates massive global value, yet only a small fraction reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and showing that African talent can power the future of the digital economy. Role Summary The Program Director is a strategic delivery leader responsible for the end-to-end performance, growth, and client partnership of a complex, multi-site, multi-channel program. You will oversee 250+ agents (scaling to 500+) across Voice, Chat, and Email workflows in Lagos, Johannesburg, Cape Town, and Missouri, ensuring operational excellence, SLA achievement, and client satisfaction. This role combines strategic account leadership, operational rigor, and executive client management, making it ideal for a seasoned BPO leader with a track record of scaling global operations and building high-performing leadership teams. Why Join Hugo? At Hugo, we’re redefining BPO with operational excellence, innovation, and a people-first culture. As Program Director, you will: Shape strategic client programs: Lead a key global account, transforming customer experience and delivery models Lead globally: Manage multi-site teams across Africa and North America, building cross-cultural leadership capabilities Drive innovation: Champion AI, automation, and digital transformation initiatives Influence at the top: Partner with Hugo’s SVP and C-suite, shaping the business’s growth and expansion strategy Deliver impact: Balance operational execution with people development and client satisfaction Key Responsibilities Strategic Account Leadership Serve as primary executive client contact, providing operational strategy, insight, and business growth guidance Drive client satisfaction, retention, and expansion; lead QBRs/MBRs with actionable insights and innovation roadmaps Translate client objectives into operational strategies, KPIs, and workflow priorities Oversee commercial aspects of the account, including contract compliance, renewals, and pricing discussions Multi-Site Operational Excellence Ensure SLA and quality performance across Lagos, Johannesburg, Cape Town, and Missouri Standardize delivery while adapting to local labor markets, cultural contexts, and operational realities Implement governance, KPI monitoring, risk management, and continuous improvement frameworks Coordinate cross-site knowledge sharing, workforce optimization, and business continuity Leadership & Team Development Build, mentor, and scale a high-performing leadership team (Senior/Operations Managers) Set performance expectations, decision rights, and accountability structures Drive succession planning, coaching, and talent pipeline development Foster a culture of operational excellence, client-centricity, and continuous learning Workforce & People Strategy Partner with WFM and Recruitment for capacity planning, hiring, and scaling operations Navigate labor frameworks in South Africa and the US, ensuring compliance and performance management Champion employee engagement, retention, and development initiatives Financial & Commercial Management P&L ownership for the account: revenue, costs, margins, and profitability Optimize productivity, cost-per-contact, and resource allocation Evaluate technology and process investments to enhance performance and ROI Innovation & Continuous Improvement Lead digital transformation initiatives, including AI/automation and CX innovation Implement Lean Six Sigma or similar process improvement programs Benchmark industry best practices to elevate Hugo’s operational model Required Qualifications Education & Experience Bachelor’s degree required; MBA or advanced degree preferred 10+ years in BPO/contact center leadership, including 5+ years in senior account/program management Proven experience managing multi-site, multi-country operations with distributed leadership teams Track record of scaling teams from 200+ to 500+ agents while maintaining quality and client satisfaction Technical & Functional Skills Expert-level knowledge of SLA, AHT, FCR, CSAT/NPS, QA, productivity, utilization, shrinkage, cost-per-contact Workforce management expertise and multi-site coordination Proficiency with CRM, contact center platforms, and analytics/BI tools Financial acumen with P&L responsibility, budget management, and commercial negotiations Process improvement expertise (Lean Six Sigma preferred) Leadership & Executive Competencies Executive presence and ability to influence C-suite stakeholders Strong communication, presentation, and storytelling skills Strategic thinker with operational rigor and execution mindset Cross-cultural leadership with experience in Africa, North America, or other regions High emotional intelligence and adaptive leadership style Key Performance Indicators (KPIs) Client Satisfaction & Retention: CSAT/NPS ≥90%; 100% contract renewals Revenue Growth: Achieve annual growth targets through expansion and workflow launches Operational Performance: SLA ≥95%, Quality ≥90%, FCR and AHT targets met Financial Performance: Deliver on revenue, margin, and cost efficiency goals Team & Organizational Health: Engagement ≥80%, attrition

Responsibilities

The Program Director is responsible for the end-to-end performance and growth of a complex, multi-site program, overseeing over 250 agents across various workflows. This role involves strategic account leadership, operational excellence, and team development to ensure client satisfaction and operational success.