AI Capability Expansion & Solutions Manager

ABOUT HUGO

Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we focus on high-complexity, judgment-led workflows where nuance matters and traditional outsourcing models fall short. Our teams support demanding digital operations, including AI and model evaluation, trust and safety, crisis and escalation workflows, and advanced customer experience programs.

Our workforce is designed to operate in ambiguity. University-trained teams work within AI-enabled workflows, combining analytical rigor with a strong culture of accuracy and ownership. Since 2023, we’ve scaled rapidly while maintaining strong retention and consistent execution quality.

We are enterprise-ready, but operate differently. Hugo meets the compliance, security, and operational standards of large global BPOs while maintaining the speed and adaptability of a modern, analytics-driven organization. Our teams think like consultants—pairing structured execution with thoughtful problem-solving—delivering enterprise-grade reliability to large organizations and sophisticated operational capability to smaller, underserved companies.

Our mission drives everything we do. Outsourcing creates significant global value, yet little of it reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and proving that African talent can help power the future of the digital economy.

THE ROLE

We’re looking for an AI Capability Expansion & Solutions Manager to lead the growth, packaging, and evolution of Hugo’s technical service offering. This person will help turn advanced AI evaluation and support capabilities into scalable, premium solutions, while also shaping the roadmap for what the business builds next. The role blends strategy, client engagement, team design, and technical translation, and is critical to moving Hugo from a service vendor to a trusted AI infrastructure partner.

WHAT YOU’LL BE DOING

Service Design & Productization

• Translate Hugo’s technical capabilities into clear, scalable service offerings that are easy for clients to understand and buy.

• Help define how advanced services are structured, delivered, and positioned in the market.

• Identify opportunities to refine, bundle, or expand offerings based on client demand and market shifts.

• Keep the service architecture aligned with premium, value-based positioning.

Market Scanning & Capability Roadmap

• Monitor changes in the AI market, model capabilities, and frontier lab requirements.

• Identify emerging client needs and translate them into future service concepts or delivery models.

• Help shape the long-term roadmap for new capabilities, products, and team structures.

• Anticipate where the market is heading so Hugo can stay ahead of demand.

Team Leadership & Operating Model

• Lead and coordinate senior internal experts across linguistics, engineering, code instruction, and solutions work.

• Build or adapt specialized pods and teams to support emerging client needs.

• Create ways of working that help different disciplines work together smoothly.

• Support internal capability development and training as the business evolves.

Client Engagement & Pre-Sales Support

• Represent Hugo in high-stakes client conversations, executive pitches, and RFP responses.

• Translate complex technical concepts into clear business value for Research, Product, and Technical stakeholders.

• Help clients work through ambiguity by defining practical assumptions and execution paths.

• Support account growth by identifying where Hugo can solve adjacent or unarticulated problems.

Delivery Enablement & Governance

• Help ensure delivery models are consistent, secure, and operationally sound.

• Promote workflows that reduce manual friction and improve data flow between client and internal teams.

• Guide teams toward stronger standards for execution, quality, and scalability.

• Support governance around service design, technical assumptions, and client-facing commitments.

KEY REQUIREMENTS

• 7+ years of experience in technical product, AI solutions, technical program management, consulting, or a related field.

• Strong understanding of AI workflows, evaluation systems, and enterprise technical environments.

• Experience shaping or launching new capabilities, services, or products from scratch.

• Proven ability to work with senior technical and commercial stakeholders.

• Strong strategic thinking and the ability to turn market signals into practical operating plans.

• Experience managing cross-functional teams or specialist delivery pods.

• Excellent communication skills with the ability to move between technical and business language.

• Comfort operating in ambiguous, fast-moving environments with evolving client requirements.

• Experience in BPO, consulting, AI infrastructure, or frontier tech environments is a strong advantage.

• Degree in Computer Science, AI/ML, Technical Product Management, Business, or a related field preferred.

WHAT SUCCESS LOOKS LIKE: FIRST 120 DAYS

• Clear understanding of Hugo’s current and near-term service offerings.

• A practical view of market opportunities, gaps, and capability priorities.

• Strong working relationships with internal experts and client-facing stakeholders.

• Improved structure around how services are packaged, positioned, and discussed with clients.

• Early roadmap ideas for new offerings, team structures, or delivery models.

• Better alignment between technical capability, commercial growth, and delivery execution.

EQUAL OPPORTUNITY STATEMENT

Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identify, sexual orientation, neurodiversity, disability, or any other legally protected status