Hugo

• Develop short-term and long-term staffing forecasts based on business trends, historical data, and growth projections. • Create capacity plans to support operational requirements and budget targets. • Analyze workload patterns and recommend staffing adjustments. • Oversee scheduling processes to ensure optimal coverage across shifts and channels. • Manage shrinkage, occupancy, utilization, and adherence metrics. • Implement workforce optimization strategies to improve efficiency. • Monitor intraday performance and take corrective actions to meet SLAs and KPIs. • Prepare and present WFM performance reports to senior leadership. • Lead and mentor WFM analysts, planners, and team managers. • Drive automation and process optimization initiatives.

• Lead the end-to-end delivery, scaling, and evolution of Generative AI services • Translate client objectives into executable operating models • Design fast, low-risk pilots that validate quality and workflow complexity • Act as a senior delivery counterpart to client PjMs and product leaders

• Onboarding and enrollment support — guiding individuals through registration, account setup, and program onboarding; typically the highest-volume interaction type • Service and status inquiries — responding to questions about the status of requests, referrals, orders, or pending actions and explaining next steps clearly • Benefits and coverage questions — explaining what is included under a member's plan, addressing billing questions, and supporting plan or account changes • Care navigation and escalation — directing individuals to the appropriate clinical or specialist team when a question falls outside the representative's scope • Follow-up and outreach — returning missed calls and voicemails within SLA; a consistent part of daily workflow • Ticket and case management — logging, tracking, and resolving interactions across phone and digital channels using a CRM or case management platform • Multi-system navigation — working across multiple platforms simultaneously, including CRM, communication, and knowledge management tools • Quality and productivity targets — meeting defined KPIs for answer rate, handle time, wrap-up, and quality scores • Training participation — completing all required training phases, including self-paced learning, shadowing, nesting, and ongoing quality calibration

• Drive new customer acquisition for Hugo’s CX and BPO services • Own net new revenue generation for Hugo’s CX and BPO services • Build and execute outbound account strategies targeting mid market and hypergrowth companies • Develop and manage a strong pipeline of qualified opportunities through outbound sales activity • Own the entire sales process from first conversation through contract execution • Lead pricing discussions, negotiations, and contract execution • Develop a strong understanding of customer support and operational outsourcing trends • Build credibility with prospects as a knowledgeable advisor on modern CX delivery models

• Develop and execute a comprehensive account strategy to expand Hugo’s presence within a major technology organization • Build relationships with stakeholders across multiple teams, business units, and operational groups • Identify whitespace opportunities where Hugo’s services can create measurable operational value • Generate and close new opportunities across Hugo’s full portfolio of BPO services • Lead discovery conversations to understand operational challenges and outsourcing needs • Design tailored service solutions aligned with client goals and internal priorities • Build trusted relationships with senior stakeholders and decision makers • Develop a deep understanding of internal structures, budgets, and operational priorities • Position Hugo as a strategic partner capable of supporting multiple operational functions • Partner closely with Hugo’s delivery, operations, and executive teams to design solutions • Coordinate cross functional resources to pursue and close strategic opportunities • Maintain strong CRM discipline and account visibility

• Own net new revenue generation for Hugo’s sales outsourcing services • Build and execute strategic account plans across the timeshare, cruise, and vacation ownership industries • Develop relationships with senior sales leaders responsible for high volume B2C sales teams • Lead complex enterprise sales processes from first engagement through contract close • Conduct deep discovery to understand conversion challenges, staffing needs, and operational inefficiencies • Design multi year outsourcing partnerships that improve revenue performance and sales efficiency • Build large strategic deals with long term partnership potential • Develop deep expertise in the vacation ownership and travel industries • Build relationships across the ecosystem of companies involved in timeshare and cruise sales • Represent Hugo at industry conferences, events, and leadership gatherings

• Own delivery across multiple GenAI and advanced ML workflows, including pilots, scaled programs, and experimental work • Lead AI Ops programs that leverage distributed, crowd-based, or hybrid workforce models • Translate client objectives into executable operating models, staffing strategies, and metrics • Ensure consistent delivery outcomes across quality, AHT, throughput, and SLA adherence • Partner with Quality and Training teams to embed Day-1 excellence and continuous improvement • Lead Hugo’s pilots' operating model, including intake, scoping, staffing, execution, and ROI • Design fast, low-risk pilots that validate quality, rater profiles, tooling fit, and workflow complexity • Operate comfortably in hyper-agile environments where guidelines, evaluation criteria, and tooling evolve in parallel with delivery • Identify repeatable patterns that convert pilots into long-term revenue-generating programs • Maintain visibility into headcount deployment, cost efficiency, and capability progression • Design and operate flexible AI workforce models spanning on-payroll teams, crowd contributors, and specialized talent pools • Oversee certification pathways, performance calibration, and specialization tracks • Act as a senior delivery and ops counterpart to client PjMs, product leaders, and research teams • Lead structured client conversations on delivery performance, system design tradeoffs, and roadmap planning • Proactively surface insights on workflow optimization, capability expansion, and operational levers • Define and own performance dashboards across quality, efficiency, workforce health, and finances • Build operational systems and feedback loops that scale beyond individual programs or clients • Establish SOPs, escalation paths, and governance frameworks suited to fast-moving AI work • Drive post-mortems, root-cause analyses, and continuous improvement cycles • Lead and develop senior portfolio managers, project managers, and cross-functional partners • Shape org design and capability investments as Hugo scales its AI operations footprint • Serve as a culture carrier for execution excellence, clarity, and accountability

• Identify and pursue new business opportunities through outbound prospecting, market research, and relationship-driven engagement • Own the sales process end-to-end: lead qualification, discovery, proposals, negotiation, and deal closure • Develop a strong understanding of customer challenges in areas such as data annotation, AI/ML operations, Trust & Safety, and customer experience workflows • Represent the company at industry events, conferences, and community forums

• The CX Workforce Management (WFM) Manager is responsible for optimizing multi-channel Customer Experience operations • Lead the end-to-end WFM cycle including forecasting, scheduling, and real-time/intraday management • Ensure optimal staffing levels and meet service level agreements (SLAs) • Drive operational efficiency and maintain a positive employee and customer experience • Analyze workforce data and trends to provide actionable recommendations for staffing adjustments, cost optimization, and enhanced efficiency • Set clear performance expectations and provide regular feedback to team members to support their professional growth

• Manage annual budgeting and rolling forecast cycles across all entities • Develop and maintain the monthly management reporting pack • Translate data into clear, actionable insights for leadership and board reporting • Collaborate closely with cross functional teams to translate business metrics into financial impact • Support client and project-level margin analysis, pricing models, and cost improvement initiatives • Develop a scalable reporting infrastructure in NetSuite and BI tools such as Power BI • Support the CFO in cash flow forecasting, liquidity analysis, and funding planning • Maintain structured monthly planning and review rhythm