Program Director – Service Delivery

Hugo

Program Director overseeing multiple client programs and delivery models across the globe. Leading a large team in hybrid operational excellence for customer experience support.

Posted 4/15/2026full-timeMontana • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

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
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
Build, mentor, and scale a high-performing leadership team (Senior/Operations Managers)

Requirements

What you’ll need

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
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)

Benefits

Comp & perks

Performance bonus
Equity participation
Comprehensive benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

BPO leadershipaccount managementmulti-site operationsteam scalingSLA managementAHTFCRCSATNPSLean Six Sigma

Soft Skills

client satisfactionoperational strategyleadershipmentoringcommunicationrisk managementcontinuous improvementadaptabilityinsight generationteam building

Certifications

Bachelor's degreeMBALean Six Sigma certification