Director of Generative AI Operations
About The Position
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.
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
Nice To Haves
- 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
Responsibilities
- 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
- 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
- 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
- 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
- Mentor emerging leaders and build succession pathways across the delivery organization
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
