Director, Delivery Transformation

Hugo

About The Position

We are seeking a visionary operational leader to transform our global delivery model across all locations, channels, and client programs. Reporting to the SVP, Service Delivery, the Director will diagnose, redesign, and implement processes, SOPs, systems, and organizational frameworks that enable world-class delivery, scalability, and measurable client impact. This is a high-impact role requiring deep BPO expertise, transformation experience, and the ability to lead across geographies, cultures, and stakeholder levels. The ideal candidate has successfully led multi-site operational overhauls, delivering improvements in efficiency, quality, cost, and employee experience.

Requirements

Bachelor’s in Industrial Engineering, Operations Management, Business Administration, or related field (MBA or Master’s preferred)
12+ years in BPO, contact center, or shared services operations
5–7 years leading large-scale transformation initiatives across multi-site, multi-country operations
Proven track record improving efficiency, quality, cost, and scalability
Expert knowledge of BPO frameworks: SOPs, quality, workforce, training, and performance management
Technology fluency: CRMs, WFM, quality platforms, analytics/BI tools
Financial acumen: ROI modeling, cost-benefit analysis, P&L impact
Visionary thinking with ability to diagnose complex operations and deliver actionable plans
Exceptional influencing and stakeholder management at executive and frontline levels
Change leadership and execution excellence
Data-driven decision-making, resilience under pressure, and cross-cultural competence

Nice To Haves

Experience operating in emerging markets (Africa, Southeast Asia, Latin America) preferred
Direct experience implementing Lean, Six Sigma, or similar operational excellence frameworks
Understanding of AI applications in BPO: chatbots, speech analytics, automated QA, predictive routing

Responsibilities

Strategic Diagnosis & Transformation Planning
Conduct operational diagnostics across all locations, workflows, and service channels
Identify systemic inefficiencies, capability gaps, technology limitations, and process bottlenecks
Benchmark Hugo’s performance against industry best practices and top-tier BPO competitors
Design a future-state operating model aligned with Hugo’s strategic growth goals
Present transformation strategy to executive leadership with clear, actionable recommendations
Process & Operational Excellence
Architect and implement standardized, scalable processes across delivery functions (CX, quality, workforce management, training, performance management)
Build a comprehensive SOP library covering all channels and operational scenarios
Establish process governance, KPIs, dashboards, and reporting frameworks
Implement continuous improvement and quality management frameworks
Organizational Design & Change Management
Redesign structures, roles, and spans of control to support the transformed operating model
Develop competency models, career pathways, and training programs for all operational roles
Lead change management and stakeholder engagement to ensure adoption and minimize disruption
Foster a culture of operational excellence, innovation, and empowerment
Performance Management & Commercial Impact
Implement robust performance management systems and problem-solving frameworks
Translate operational improvements into measurable client value (SLAs, quality, efficiency, insight)
Partner with Program Directors to support account growth, retention, and margin targets
Develop ROI models and case studies that demonstrate the impact of transformation

Benefits

Hugo offers a competitive compensation package aligned with the scope, impact, and seniority of this role. The package is designed to attract experienced transformation leaders and reflects market benchmarks for senior operational leadership in global BPO environments.

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