Director, Delivery Transformation (Remote) at Hugo Technologies

Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

We are recruiting to fill the position below:

Job Title: Director, Delivery Transformation

Location: Nigeria Office (Remote)
Department: Customer Experience Service Delivery

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.

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

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

Requirements
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

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

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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online