ABOUT HUGO

Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we focus on high-complexity, judgment-led workflows where nuance matters and traditional outsourcing models fall short. Our teams support demanding digital operations, including AI and model evaluation, trust and safety, crisis and escalation workflows, and advanced customer experience programs.

Our workforce is designed to operate in ambiguity. University-trained teams work within AI-enabled workflows, combining analytical rigor with a strong culture of accuracy and ownership. Since 2023, we’ve scaled rapidly while maintaining strong retention and consistent execution quality.

We are enterprise-ready, but operate differently. Hugo meets the compliance, security, and operational standards of large global BPOs while maintaining the speed and adaptability of a modern, analytics-driven organization. Our teams think like consultants—pairing structured execution with thoughtful problem-solving—delivering enterprise-grade reliability to large organizations and sophisticated operational capability to smaller, underserved companies.

Our mission drives everything we do. Outsourcing creates significant global value, yet little of it reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and proving that African talent can help power the future of the digital economy.

WHAT WE ARE LOOKING FOR

We are seeking a proactive, strategic, and high-energy Facilities Operations Manager to serve as the chief architect of Hugo’s physical environment. This is not just a maintenance role; it is a critical enablement function. You will be responsible for ensuring the optimal functionality, safety, and 24/7 reliability of all Hugo campuses, transforming our facilities into a competitive advantage for our BPO business.

The ideal candidate will:

• Be a Master of Reliability: You understand that in a BPO, a power outage or IT or equipment failure isn't just an inconvenience, it’s a service breach. You are obsessed with redundancy, uptime, and preventive maintenance.

• Be a Systems Thinker: You don't just manage one building; you create the "Hugo Standard." You have the vision to design SOPs and infrastructure frameworks that can be replicated as we scale across multiple campuses.

• Be a Strategic Negotiator: You will lead vendor management with a focus on both cost-efficiency and high-tier service delivery, ensuring Hugo gets maximum value from our partners.

• Be a Performance Driver: You are comfortable leading a diverse team of technicians, instilling a culture of excellence, urgency, and extreme attention to detail.

• Be Future-Oriented: You bridge the gap between expansion and operations, ensuring that new sites are not just "built," but are operationally sound and ready for high-performance work from day one.

Ultimately, we are looking for someone who takes pride in the "unseen excellence" of a perfectly run campus, where the power is always on, the environment is pristine, and the infrastructure scales seamlessly with our growth.

WHAT DOES THE ROLE ENTAIL

1. Mission-Critical Infrastructure & Uptime Management

• Guarantee 99.9% Operational Uptime: Serve as the ultimate custodian of business continuity, ensuring power, HVAC, IT and audio/visual infrastructure are resilient and redundancy systems are always "battle-ready."

• Incident Command: Lead the rapid response and root-cause analysis for any facility incidents, ensuring all technical faults are resolved within strict Service Level Agreements (SLAs).

• Daily Operational Rigor: Implement a regime of daily performance checks and real-time monitoring across all campuses to catch failures before they impact the BPO staff.

2. Strategic Maintenance & Systems Engineering

• Preventive Excellence: Shift the culture from reactive "break-fix" to proactive maintenance. You will design and enforce the Master Preventive Maintenance (PM) Schedule for all critical assets (Generators, HVAC, UPS).

• Asset Lifecycle Management: Maintain meticulous documentation, equipment logs, and inspection records to maximize the lifespan of Hugo’s physical assets and reduce unplanned downtime.

3. High-Performance Team Leadership

• Technical Mentorship: Lead and upskill a dedicated team of Facility Technicians and support staff, transforming them into a high-response unit through daily briefings and structured training.

• Workforce Oversight: Manage task distribution and performance tracking, ensuring the team upholds the highest standards of professionalism and technical accuracy.

4. Vendor Excellence & Contract Governance

• Performance-Based Partnerships: Manage the full lifecycle of facilities vendors—from cleaning to specialized engineering—using structured scorecards to ensure ≥90% compliance with Hugo’s standards.

• Strategic Procurement: Negotiate contracts and SLAs that balance premium service delivery with cost-efficiency, ensuring Hugo remains a "priority client" for our partners.

5. HSE, Compliance & Risk Mitigation

• Safety Stewardship: Own the health and safety environment across all sites, ensuring that fire suppression systems, emergency exits, and safety protocols are fully compliant with local regulations and global BPO standards.

• Audit Readiness: Lead quarterly safety and operational audits, ensuring that any critical findings are closed out with urgency.

6. Efficiency, Sustainability & Reporting

• Cost & Energy Optimization: Analyze consumption patterns (Power/Fuel/Water) and implement innovative measures to hit annual energy reduction and cost-saving targets.

• Data-Driven Insights: Maintain real-time dashboards and provide monthly summaries that offer clear recommendations for operational improvements and expansion readiness.

QUALIFICATIONS

• Bachelor’s degree in Engineering, Facility Management, Operations, or related field (preferred but not mandatory).

• Experience: 6–10 years in Facilities Management, with at least 3 years managing multi-site operations (preferably in BPOs, Data Centers, or Industrial sites).

• Technical Mastery: Deep understanding of MEP (Mechanical, Electrical, Plumbing) and power redundancy systems.

• Leadership: Proven ability to manage vendors and internal teams through influence and clear KPIs.

• Problem Solving: You don't just fix a leak; you analyze why the pipe burst and ensure it doesn’t happen at any other campus.

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