Job Vacancies at Hugo

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 following positions below:

1.) IT Operations Manager (Hybrid)

Job Location: Lagos
Employment Type: Full-time

What You’ll Be Doing

• Over the last two years, Hugo has experienced tremendous growth. We’ve grown to a community of 1,500+ FTEs, expanded into new countries, and evolved our client base from just unregulated start-ups to publicly listed tech behemoths.
• To maintain this trajectory, we need to “level up” our IT operations and IT infrastructure, and we are looking for an experienced IT enthusiast to help build our IT operations and administration org., as we prepare for the next stage of growth.
• As an IT Operations Manager, you will support the Head of IT Operations in his responsibilities. You will be in charge of managing Hugo’s day-to-day IT operations, ensuring the reliability, security, and efficiency of our IT systems.
• The ideal candidate will have a strong background in IT operations, excellent leadership skills, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities
Infrastructure Management (Networks, Servers/Cloud, and Storage):

• Audit As-Is setup and maintain an up-to-date documentation of the entire infrastructure environment.
• Deploy, configure, and maintain scalable WLAN, WAN, and VPN + Cloud hosting infrastructure.
• Deploy and administer a network management solution for proactive monitoring and analytics.
• Liaise with IT Security for incident triage, network correlation and implementation of security controls.
• Manage VPN infrastructure (connectors, user accounts, monitoring, cost management, etc.).
• Oversee daily operations, providing HLS (Higher Level Support) and timely resolution of escalations.
• Oversee IT Rooms (networks/servers/power); physical security, maintenance, solutions and initiatives.
• Design and implement an ITDR (IT Disaster Recovery) Program to support business continuity.
• Design and implement standard operating procedures to improve process maturity.

User (Onsite & Wfh) and Asset Support:

• Oversee the Helpdesk/Support function to deliver exceptional support within agreed SLAs.
• Ensure device readiness (setup, configuration, and installations) for user onboarding.
• Deploy, configure, and manage a helpdesk system to improve efficiency and user productivity.
• Develop a dashboard for SLA performance tracking and analytical insights.
• Oversee the asset (hardware & software) lifecycle from acquire to retire for value realization and security.
• Drive internal customer engagement to determine support needs and interventions.
• Provide connectivity monitoring solutions for remote work.
• Design and implement standard operating procedures to improve process maturity.

Delivery Management:

• Partner with business stakeholders to identify needs, pain points and improvement opportunities.
• Serve as technical lead for the execution of infrastructure-related projects and initiatives. ensuring delivery on time, budget, scope, and requirements.
• Evaluate supplier performance and manage relationships to ensure service value realization.

What success in this role looks like

• Short-term: Implementation of quick wins from gap assessment performed.
• Mid-term: A secure, standardized, and scalable infrastructure environment, supported by well-designed and operationalized processes to drive operational excellence.
• Long term: A high maturity function benchmarked against industry standards, that exhibits proactiveness, agility, integrated processes and a culture of continual service improvement to drive business growth.

Requirements
What you’ll need to apply:

• 7+ years of work of experience with certifications like Network+, PMP, ITIL, CISA, CISSP, Azure, AWS etc.
• Experience implementing standards such as ISO 27001, ISO 22301, SOC 2, NIST, PCI-DSS, etc.
• Extensive and demonstrable hands-on experience designing, configuring and managing IT infrastructure.
• Expertise in Endpoint Deployment Automation, AWS Hosting, Google Workspace, Cloud Directory Services, VPN Client-Server Architecture, Cisco/Ubiquiti networks, Slack Communication Platform etc.
• Experience operating successfully in startup/scaleup environments, combined with an understanding of what target state IT operations maturity looks like in large scale organizations.

Our interview Process

• Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail
• Deep dive interviews: Typically 3 interview stages designed to probe deeply the extent to which you have the skills, mindset, and behaviors to succeed in the role and at Hugo
• Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise(NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company)
• Meet the team: We conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into our culture, environment and, yes, challenges(!)

Equal opportunity statement:

• Diversity, equity, and inclusion are part of our DNA. But we won't be resting on our laurels as we scale. Promoting and, where possible, improving diversity, equity, and inclusion as a values-based and commercial necessity.
• We’re an equal-opportunity employer. So, all applications will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

Salary
N1,000,000 - N1,500,000 / month.

Application Closing Date: 18th March, 2024.

Click here to apply online

2.) Project Manager - Client Operations

Job Location: Lagos
Employment Type: Full-time

Requirements
What you'll be Doing:

• We're seeking a highly analytical Project Manager to co-lead a 500+ person data annotation team for a Fortune 100 client. You'll play a pivotal role in ensuring optimal client results.
• As a Project Manager at Hugo, your main responsibility is to align our team with clients' evolving needs and serve as the primary point of contact for feedback.
• You'll collaboratively identify and resolve issues impacting user experiences, maintaining positive client relationships.
• Your dynamic role includes overseeing critical operational aspects like Project Delivery, Workforce Management, Quality Control, and Stakeholder Management. This involves:

Project Delivery:

• Design and structure team operations for complex projects and SLA adherence.Identify opportunities to improve operational efficiencies and implement scalable solutions.
• Manage project workflows and performance metrics.
• Provide insights and actionable strategies to achieve the best possible outcomes on projects.

Workforce Management:

• Ensure proper staffing and schedule adherence, with contingency plans when needed.

Quality Control:

• Analyze error trends and guide quality control efforts.
• Develop process documentation for consistency across projects.

Stakeholder Management:

• Oversee day to day client communications
• Foster team collaboration, motivation, and skill development.
• Establish and communicate team goals, strategies, and behaviours.
• Coordinate with stakeholders for resource allocation

Requirements
What you'll Need to Apply:

• Demonstrated success in project management within startup/scaleup environments, coupled with a keen understanding of operational excellence in mature, high-caliber organizations.
• Proven track record as a Client Service Manager, consistently aligning teams with client needs.
• Exceptional analytical and communication skills, with meticulous attention to detail.
• Strong leadership abilities in optimizing team efficiency and ensuring schedule adherence.
• Experience in workforce management, surpassing client expectations, and driving performance improvement.
• Collaborative mindset for implementing performance enhancement programs and overseeing client reporting.

Application Closing Date: 13th March, 2024.

Click here to apply online

3.) Country Operations Director

Job Location: Remote
Employment Type: Full-time

What You’ll Be Doing

• You will be accountable for the successful running of Hugo’s operations in Nigeria, our largest operating market.
• This includes partnering seamlessly with our Service Delivery leadership and organisation to oversee its day-to-day business operations, and owning critical local government, banking, and partner relationships.
• Ultimately, you are responsible for ensuring that our Nigerian teams and business are set up for success in the strongest way possible.
• You need to be a “boots-on-the-ground” leader, building strategic relationships within the communities we serve. You will also work closely with the COO to implement scalable processes and ensure alignment with in-country operations. The position will be based in Lagos, with limited travel as needed.
• Your leadership in this space will allow both the COO and CEO, to whom you will report, to step back from Nigeria’s daily operations and prioritise scaling the business elsewhere. As such, this is a business-critical role with high impact and high visibility across the wider organisation.

What you’ll need to apply

• Experience in managing country-level operations in Nigeria for a global business
• Experience in delivering transformation and operational improvements in a scale-up environment
• Budget, financial, and commercial literacy commensurate with the seniority of the role (NB: this is an operations role and not revenue-driven so carries no P&L ownership)
• Sophisticated and enthusiastic people-leadership and relationship-building skills
• Advantageous: Fluency in French

Our interview process is as follows…

• Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail
• Deep dive interviews: Typically 3 interviews designed to probe deeply the extent to which you have the skills, mindset, and behaviours to succeed in the role and at Hugo
• Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise(NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company)
• Meet the team: We conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into the culture, environment and, yes, challenges(!) you may face.

Equal opportunity statement:

• Diversity, equity, and inclusion are part of our DNA. But we won't be resting on our laurels as we scale. Promoting and, where possible, improving diversity, equity, and inclusion as a values-based and commercial necessity.
• We’re an equal-opportunity employer. So, all applications will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

Application Closing Date: 23rd February, 2024.

Click here to apply online