Director, Delivery Transformation

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

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 2017, 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.

Role Overview

We are seeking a visionary operational leader to transform our global delivery model across all locations, channels, and client programs. Reporting to the SVP, Service Delivery, the Director will diagnose, redesign, and implement processes, SOPs, systems, and organizational frameworks that enable world-class delivery, scalability, and measurable client impact.

This is a high-impact role requiring deep BPO expertise, transformation experience, and the ability to lead across geographies, cultures, and stakeholder levels. The ideal candidate has successfully led multi-site operational overhauls, delivering improvements in efficiency, quality, cost, and employee experience.

Why Join?

• Shape Hugo’s future: Architect the operating model that will support growth from 500 to 2,000+ employees

• Enterprise-wide impact: Influence every employee, client, and process across the organization

• Build from strength: Optimize an already successful BPO operation rather than turnaround a failing business

• Global canvas: Lead transformation across four countries and three continents

• Executive exposure: Report directly to the COO with regular access to CEO, Board, and C-suite

• Legacy creation: Build operational frameworks and culture that will define Hugo for the next decade

Key Responsibilities

Strategic Diagnosis & Transformation Planning

• Conduct operational diagnostics across all locations, workflows, and service channels

• Identify systemic inefficiencies, capability gaps, technology limitations, and process bottlenecks

• Benchmark Hugo’s performance against industry best practices and top-tier BPO competitors

• Design a future-state operating model aligned with Hugo’s strategic growth goals

• Present transformation strategy to executive leadership with clear, actionable recommendations

Process & Operational Excellence

• Architect and implement standardized, scalable processes across delivery functions (CX, quality, workforce management, training, performance management)

• Build a comprehensive SOP library covering all channels and operational scenarios

• Establish process governance, KPIs, dashboards, and reporting frameworks

• Implement continuous improvement and quality management frameworks

Organizational Design & Change Management

• Redesign structures, roles, and spans of control to support the transformed operating model

• Develop competency models, career pathways, and training programs for all operational roles

• Lead change management and stakeholder engagement to ensure adoption and minimize disruption

• Foster a culture of operational excellence, innovation, and empowerment

Performance Management & Commercial Impact

• Implement robust performance management systems and problem-solving frameworks

• Translate operational improvements into measurable client value (SLAs, quality, efficiency, insight)

• Partner with Program Directors to support account growth, retention, and margin targets

• Develop ROI models and case studies that demonstrate the impact of transformation

Required Qualifications

Education & Experience

• Bachelor’s in Industrial Engineering, Operations Management, Business Administration, or related field (MBA or Master’s preferred)

• 12+ years in BPO, contact center, or shared services operations

• 5–7 years leading large-scale transformation initiatives across multi-site, multi-country operations

• Proven track record improving efficiency, quality, cost, and scalability

• Experience operating in emerging markets (Africa, Southeast Asia, Latin America) preferred

• Direct experience implementing Lean, Six Sigma, or similar operational excellence frameworks

Technical & Functional Skills

• Expert knowledge of BPO frameworks: SOPs, quality, workforce, training, and performance management

• Technology fluency: CRMs, WFM, quality platforms, analytics/BI tools

• Understanding of AI applications in BPO: chatbots, speech analytics, automated QA, predictive routing

• Financial acumen: ROI modeling, cost-benefit analysis, P&L impact

Leadership & Strategic Competencies

• Visionary thinking with ability to diagnose complex operations and deliver actionable plans

• Exceptional influencing and stakeholder management at executive and frontline levels

• Change leadership and execution excellence

• Data-driven decision-making, resilience under pressure, and cross-cultural competence

Key Performance Indicators (KPIs)

• Operational Improvements: 15–25% productivity gains, 10–15% quality improvement, 20–30% cost reduction

• Speed to Competency: 30–40% reduction in onboarding time for new hires

• Scalability: Support growth to 1,000+ employees with minimal increase in complexity

• Continuous Improvement: 25+ employee-generated improvement initiatives implemented per quarter

Compensation

Hugo offers a competitive compensation package aligned with the scope, impact, and seniority of this role. The package is designed to attract experienced transformation leaders and reflects market benchmarks for senior operational leadership in global BPO environments.