Director, Delivery Transformation

Role Overview

• 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
• 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
• 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
• 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.

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
• Experience operating in emerging markets (Africa, Southeast Asia, Latin America) preferred
• Direct experience implementing Lean, Six Sigma, or similar operational excellence frameworks
• Expert knowledge of BPO frameworks: SOPs, quality, workforce, training, and performance management
• Technology fluency: CRMs, WFM, quality platforms, analytics/BI tools
• Understanding of AI applications in BPO: chatbots, speech analytics, automated QA, predictive routing
• 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.

Benefits

• Competitive compensation package aligned with the scope, impact, and seniority of this role.