Project Manager, AI Operations

• Manage project workflows and performance metrics.
• Provide insights and actionable strategies to achieve the best possible outcomes on projects
• Partner with the Quality and Training Management teams to establish a rigorous quality control framework for sustained project performance
• Lead project-level client engagements and nurture productive client relationships.

• Partner with WFM teams to develop and manage long-term staffing strategies to meet the evolving needs of multiple high-impact projects.
• Act as the escalation point for all project-related issues, ensuring timely resolutions and maintaining high client satisfaction.
• Identify opportunities to improve operational efficiencies and implement scalable solutions.
• Ensure business continuity through contingency planning, resource allocation, and proactive risk management.

• Serve as the primary point of contact for client project managers, fostering deep partnerships and driving alignment on strategic objectives.
• Conduct business reviews with clients, presenting insights and data-driven results that demonstrate the value and impact of Hugo's services.
• Collaborate with internal leadership to align project outcomes with broader company objectives and client expansion strategies.

• Provide leadership, direction, and professional development opportunities to Project Coordinators, Team Leads, Agents and other key team members.
• Foster team collaboration, motivation, and skill development.
• Coach and develop project teams to achieve sustained project excellence and professional advancement
• Create and communicate clear objectives and expectations to team members, empowering them to own their workstreams and contribute to the success of the projects
• Drive initiatives to boost team morale and motivation, ensuring that team members remain aligned with Hugo’s mission and client success.

• Bachelor's or Master’s degree in a STEM program, or a relevant field.
• 3 to 5 years experience in product management, project management, or a role with significant problem solving and client/team leadership responsibilities

• Proficiency with project management tools (e.g., Microsoft Project, Monday.com, Asana) and data visualization platforms (e.g. Sheets, Tableau). - I would take this out and replace with "Intellectual curiosity and a keen interest in emerging technologies (such as Artificial Intelligence) and their applications"

• 3 to 5 years experience in product management, project management, or account management/client services.

• Proficiency with project management tools (e.g., Microsoft Project, Monday.com, Asana) and data visualization platforms (e.g. Sheets, Tableau).

• Excellent presentation, written, and verbal communication skills, with the ability to effectively collaborate with clients, team members, and other business stakeholders.

• Ability to thrive in a fast-paced, dynamic environment, with a proven track record of adapting to shifting priorities and deadlines.

• Proficient in the use of G-Suite (Google Workspace) apps.

• Quantitative Acumen & Data Analytics: Very strong quantitative acumen and extensive experience with data analytics to inform decision-making and identify trends.

• Exceptional accuracy and attention to detail.

• A proactive problem solver who can anticipate and address challenges before they escalate.

• Excellent time management, organization, and multitasking skills, with an ability to manage competing priorities in a fast paced environment.

• Exceptional capacity for making sound judgments in high-pressure environments.

• Clear, unambiguous communicator who is effectively responsive across multiple communication channels.

Hugo