CX Delivery & Ops Manager
Are you a highly analytical leader? If so, can you drive optimal project delivery, manage client relationships, and oversee key operational areas like, Quality Control, and Stakeholders?
ABOUT HUGO
WHAT YOU'LL BE DOING
The CX Delivery & Site Lead will establish and manage Hugo’s CX delivery operations in Cape Town. This leader will oversee local hiring, training coordination, client delivery oversight, and workforce performance — ensuring the site scales effectively while maintaining Hugo’s global standards for quality, efficiency, and culture.
Key Responsibilities
- Lead end-to-end setup of the CX delivery function in Cape Town, from initial hiring to operational readiness.
- Manage local team leads, trainers, and support staff to ensure smooth ramp-up and daily execution.
- Liaise closely with central Delivery, WFM, and QA teams in Lagos to align processes and performance reporting.
- Oversee hiring pipelines in partnership with the central Recruitment & HR teams.
- Coordinate onboarding and training schedules in collaboration with the L&D team.
- Ensure adherence to SLA, quality, and productivity standards for all projects running from Cape Town.
- Conduct regular performance reviews, coaching, and feedback sessions with TLs and agents.
- Support client onboarding and account transitions where Cape Town teams are involved.
- Drive a strong performance and service-obsessed culture within the site.
- Collaborate with the Office & Admin Coordinator to maintain a safe, productive, and engaging workspace.
Qualifications
- 5–7 years of experience in customer experience or operations management, preferably in BPO environments
- Proven ability to manage cross-functional delivery teams and multiple client accounts.
- Experience leading new site setups or scaling delivery hubs is highly preferred.
- Strong analytical and performance management skills (QA, WFM, CSAT, AHT, etc.).
- Excellent communication and stakeholder management across geographies.
- Demonstrated leadership in coaching, building, and motivating diverse teams.
WHAT WE PROVIDE
Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.
PRIVACY STATEMENT
Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy.
EQUAL OPPORTUNITY STATEMENT
Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status
- Department
- Client Success
- Role
- Project Delivery Manager, CX Operations
- Locations
- South Africa
- Remote status
- Hybrid
About Hugo
Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.
African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.
Specializing in digital and AI operations, omnichannel customer support, and trust and safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university-educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.
As a culture, we’re Silicon Valley meets ECOWAS — English et en Français. We’re smart, dynamic, and ambitious. And we’re on a mission to win for our clients and for our people