Full-Time

Startup & High Growth

Movemeback African oppportunity location Global / Remote

Hugo - Director of Product Development & Customer Support Movemeback African opportunity cover image

Description

Hugo is a Future-of-Work company. It is building Africa’s first remote-work, business process outsourcing (BPO) company - which assembles and manages high-performance remote support and data operations teams for some of the world’s largest technology and media companies. Hugo is dedicated to carving out a place in the digital (i.e. the future) economy for young Africans and black communities; and works tirelessly to equip them with the skills necessary to build meaningful careers in this global economy. People are Hugo’s greatest assets - their expanding curated employee base of 1200 tech-savvy university graduates are rigorously trained by world-class professionals at their Academy, to ensure the best outcomes for their global clientele. 

 

Founded by two Harvard Business School alumni, Hugo is a company that is obsessed with both excellence and transformation; transformation, not just of its people, but also of the narratives that have taken hold about what Black/African communities bring to the world. Hugo aspires to be a global reference point - a living attestation that great things and global corporations can be born, operated and exported out of Africa.

 

Hugo is committed to building this future and is seeking a new Director of Product Development & Customer Support to lead their highest margin and most complex business - Omnichannel Customer Support. Hugo has 4 customisable service offerings (its “products”) - Omnichannel Customer Support, Marketplace Operations, Sales Enablement, and AI Data Operations. As the Director of Product Development & Customer Support, you will re-envision Hugo’s unique, insights-driven Customer Support offering as a scaled solution that can be deployed universally and without friction. Reporting to the co-founders, and as a part of Hugo’s Management Committee, you will be responsible for overseeing and scaling the entire Customer Support business, currently 300 employees strong. Your mandate will span strategy; the client’s experience during execution; learning and development; experiments, insights and our behavioural teams; agent recruiting; data & analytics, and project/quality Management.

 

Your focus will be to leverage Hugo’s expertise in Customer Service offerings, and packaging it into a scalable product. You will be responsible for developing a template/formula to transform African talent into best-in class customer support operators, whilst building an engagement program to support and retain our clients and your community of operators. To support this vision and transformation, you will build the processes and systems for scale, ensuring that data and insights are captured to build upon Hugo’s product and performance differentiation. Hugo’s ideal Director of Product Development & Customer Support is an autonomous, analytical product manager and leader, with exceptional people skills, who is obsessed about building for scale.
 

 

 

Role Responsibilities:

 

1. Design and build an exceptional, pan-African talent pipeline:
You will deliver a formulaic approach to building a reliable talent funnel of top-tier customer support operators. Taking into consideration the right markets, criteria and processes needed to build a customizable pipeline of nuanced capabilities and behaviours that can be adapted to/for custom projects, you will develop initiatives to attract a pipeline of high-quality talent, that predictably delivers the best professionals per remote workflows within Hugo Customer Support.


2. Productize Hugo’s unique insights-driven Customer Support offering for scale:
Key to Hugo’s differentiation is their use of data, pattern recognition and experiments to surface actionable insights that drive improved customer satisfaction for their clients. You will re-envision the unique elements of Hugo’s Customer Support business as a product, and transform the offering into a scaled solution that can be deployed universally. Core to this will be scaling the capabilities of the Learning & Development and Experiments teams - key parts of Hugo’s product and performance differentiation. 
 


3. Build the performance and people data architecture/system required for scale:
Hugo’s culture of continuous learning and iteration surfaces actionable insights to improve customer satisfaction for their clients. To deliver scale to the Customer Support business, you will establish systems and processes, ensuring that the right data is captured to drive understanding and outcomes. 


4. Build a scalable community engagement program for your operators:
Being a remote Customer Services professional can be both lonely and intense. To address this, you will design and build a scalable community engagement program that balances competence, performance, engagement and happiness to maximise retention among a high-performing Customer Support team. Balancing all 4 aspects will require a passion for community building and people development, whilst also valuing excellence. Ultimately, you will maximise retention, and create a sense of community among a high-performing Customer Support team.

 

Criteria

Requirements for the role:

  • 7+ years’ experience working in a high performing environment;
  • Experience building, marketing and scaling new products; 
  • Experience designing and building complex systems (including organisation design and configuration, and incentives design); 
  • Experience overseeing strategy development (vision and road mapping);
  • Experience with project management and execution, with strong organisational skills (managing a team to parallel outcomes); 
  • People management, with experience driving high performance teams to successful outcomes.


To succeed you should also be / have:

  • A creative-thinking leader, relentless about imaging something new, different, the future;
  • A problem-solver who loves big problems and hard challenges;
  • Strong data and analytics skills;
  • Strong marketing sensibilities;
  • Strong, proven bias-to-action (not bias-to-overthinking);
  • Resilience (solving big problems takes time, will lots of failure en route to the answer);
  • A genuine interest in community and people building; 


Ideally you will also have the following experience:

  • Experience productising a business to build excellence at scale;
  • Leading a productised people business; 
  • Scaling an organisation in Africa;
  • Developing customer support infrastructure. 

 

About you - You are likely to thrive and enjoy working at Hugo if you:

  • Value excellence, have a track record of high-performance, and are intrinsically committed to being one of the best;
  • Are committed and resilient, understanding that being great and building great things takes time, discipline and diligence (especially in frontier markets);
  • Are strategic in nature - you think about what you can do today to build for tomorrow;
  • Love taking on big, complex, long-haul challenges;
  • Love community building and people development;
  • Are entrepreneurial, curious, experimental, and iterative by nature;
  • Are outcome-oriented and have a strong bias-to-action;
  • Are self-starting and autonomous; 
  • Have a genuine interest in Hugo’s mission and vision for impact.

Benefits

  • A competitive total compensation package (including options);
  • A business model and trajectory that is a fit for Africa;
  • A high-calibre, fun team committed to the Continent and its global communities;
  • The opportunity to be an independent owner and builder;
  • The opportunity to make large-scale, measurable impact.

About Hugo

Hugo is a Future-of-Work Co. It is building Africa’s first, remote-work, business process outsourcing (BPO) company - which assembles and manages high-performance remote support and data operations teams for some of the world’s largest technology and media companies. 

 

Headquartered in Chicago, with an active workforce of 1200+ remote operators strategically distributed across Lagos, Nairobi, Dakar, and Cape Verde, Hugo delivers a nuanced approach to customer support (omnichannel), eComm. marketplace operations, sales enablement, and AI data operations (our work reduces bias in AI + machine learning models). Their clients are global leaders in tech and media, ranging from the likes of Google and Meta, to Upwork and Red Table Talk. 

 

Over the last 30 years, the BPO industry has consistently generated ~ US$430 billion worth of income and employment opportunities, globally, but with fewer than 2% of these opportunities reaching global black communities (S.E. Asia being the largest beneficiary). By contrast, 12 million African youths enter the workforce annually, to an underwhelming 3 million jobs created. Hugo exists to change this. By leveraging the global BPO industry’s scale, it is building a job-creation-engine-of-scale capable of generating 000s of jobs for African, and then black communities worldwide.
 

Hugo is dedicated to carving out a place in the digital (i.e. the future) economy for young Africans and black communities, and works tirelessly to equip them with the skills necessary to build meaningful careers in this global economy. People are Hugo’s greatest assets - their expanding curated employee base of 1200 tech-savvy university graduates are rigorously trained by world class professionals at their Academy, to ensure the best outcomes for their global clientele. 

 

Founded by two Harvard Business School alumni, Hugo is a company that is obsessed with both excellence + transformation; transformation, not just of its people, but also of the narratives that have taken hold about what black/African communities bring to the world. Hugo aspires to be a global reference point - a living attestation that great things and global corporations can be born, operated and exported out of Africa. Hugo is committed to building this future.