Hugo

Program Director – Service Delivery

Hugo

full-time

Posted on:

Location Type: Hybrid

Location: Montana • United States

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Job Level

Lead

About the role

  • 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

  • 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
  • Performance bonus
  • Equity participation
  • Comprehensive benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

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