• Application Deadline:
• Position: Project Delivery Manager, CX Operations



• Job Type Full Time , Hybrid



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Project Management 
  
  

• As a Project Delivery Manager, CX Operations at Hugo, your main responsibility is to align our team with clients' evolving needs and serve as the primary point of contact for feedback. You'll collaboratively identify and resolve issues impacting user experiences, maintaining positive client relationships. Your dynamic role includes overseeing critical operational aspects like Project Delivery, Workforce Management, Quality Control, and Stakeholder Management.

This Involves

Project Delivery:

• Design and structure team operations for complex projects and SLA adherence.


• Identify opportunities to improve operational efficiencies and implement scalable solutions.


• Manage project workflows and performance metrics.


• Provide insights and actionable strategies to achieve the best possible outcomes on projects

Workforce Management

• Ensure proper staffing and schedule adherence, with contingency plans when needed

Quality Control

• Analyze error trends and guide quality control efforts.


• Develop process documentation for consistency across projects.

Stakeholder Management

• Oversee day-to-day client communications


• Foster team collaboration, motivation, and skill development.


• Establish and communicate team goals, strategies, and behaviors


• Coordinate with stakeholders for resource allocation

What You'll Need To Apply

• Demonstrated success in project management within start-up/scaleup environments, coupled with a keen understanding of operational excellence in mature, high-caliber organizations.


• Proven track record as a Client Service Manager, consistently aligning teams with client needs.


• Exceptional analytical and communication skills, with meticulous attention to detail.


• Strong leadership abilities in optimizing team efficiency and ensuring schedule adherence.


• Experience in workforce management, surpassing client expectations, and driving performance improvement.


• Collaborative mindset for implementing performance enhancement programs and overseeing client reporting.