Hugo

Program Manager

• 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

Senior Program Manager – Director of Generative AI Operations