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Senior Program Manager – Director of Generative AI Operations
Location
United States
Posted
48 days ago
Salary
0
Seniority
Senior
Job Description
Senior Program Manager – Director of Generative AI Operations
Hugo
• 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
Job Requirements
- 8–12+ years in operations, program leadership, or delivery roles, with progressive responsibility leading AI, ML, or data-intensive programs in recent years
- Significant experience running AI development or AI operations programs that leverage crowd, freelance, or distributed workforce models
- Demonstrated success operating in hyper-agile environments with evolving requirements
- Experience leading distributed, multicultural teams
- Proven ability to translate ambiguity into scalable delivery systems
- Strong analytical orientation with comfort using metrics to guide decisions
- Executive-level communication and client-facing judgment
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
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