Job Location : Nasarawa Deadline : April 20, 2026 Quick Recommended Links

What You'll Be Doing

The Director of Generative AI Operations, based remotely with West Africa and US time zone coverage, leads the end-to-end delivery, scaling, and evolution of Hugo's Generative AI and data annotation services for global enterprise clients.
The role reports to the VP of Global Generative AI Operations and owns operational excellence across complex AI workflows, client-facing delivery strategy, workforce systems, quality frameworks, and pilot-to-scale execution.
The role sits at the intersection of AI product understanding, distributed workforce orchestration, and enterprise client partnership.
The mandate centers on building and scaling operating models for hyper-agile AI delivery, where requirements evolve quickly, and solutions are developed rapidly alongside execution, while protecting quality, speed, client trust, and team wellbeing as demand changes.

Key Responsibilities
Generative AI Delivery Leadership:

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

Pilot Design and Scale-Up Strategy:

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

Workforce and Capability Strategy:

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
Partner with training and quality teams to evolve skill standards as AI task complexity increases
Balance utilization, growth, and contributor wellbeing across a fast-changing demand environment

Client Partnership and Value Creation:

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
Support commercial discussions by grounding proposals in delivery feasibility, speed, and data

Metrics, Systems, and Operational Rigor:

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

Leadership and Org Development:

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
Mentor emerging leaders and build succession pathways across the delivery organization

If you are excited about delivering the following outcomes, then this role is for you:

High-quality, scalable GenAI delivery across pilots and mature programs
Faster and more confident conversion from experimental work to sustained client engagements
Clear operating models for crowd-based and distributed AI delivery
Improved unit economics without compromising quality or workforce health
Strong client confidence in Hugo's ability to handle complex, evolving AI work

What Qualification You'll Need
Required Experience and Skills:

812+ 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

Strongly Preferred:

Delivery leadership experience (PM level or higher) at crowd-focused AI or distributed delivery companies, such as Mercor, Invisible, Turing, Snorkel, Scale AI, Surge, or other similar crowd-based AI delivery organizations
Familiarity with ML annotation, RLHF-style workflows, or human-in-the-loop AI systems

Leadership Traits:

What We Provide

Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their careers. Our compensation and benefits are highly competitive.

Director of Generative AI Operations