As entrepreneurs ourselves, we understand the unique challenges startups face managing their rollercoaster growth. We’ve lived it. We know that even well-funded teams can lack the bandwidth to recruit, train, and integrate the operations staff needed to meet growing demand. And that even when the right employees are in place, many companies lack the crucial mid-management layer needed to drive employee performance and process improvements. Hugo was created with the high-growth startup in mind. We custom build or augment existing operations teams for companies in scaling mode, leaving founders and senior management to focus on what matters most: growth.
About Us
What You’ll Be Doing
- We are looking for a great problem solver, an excellent relationship builder, a project manager, and a process optimizer.
- The role is focused on process excellence to scale our operations.
- Review and re-imagine policies, processes and manage end-to-end projects and programs that involve conceptualization, design and technology implementation.
You’ll Own
Process Excellence
- Conduct time and motion diagnostics to explore opportunities of process redesign across Shared Services and Service Delivery workstreams
- Identify and implement process improvements as needed to enhance the customer experience, quality and productivity
- Improvements could be in any area that directly or indirectly impacts customer experience (eg, processes, systems, people/skill sets and training)
- Identify opportunities for process automation to support the ongoing growth and scaling of operations
- Draft process documentation, SOPs and identify quality controls to constantly upgrade both client and workforce experience
- Build a knowledge repository of SOPs and best practices
- Develop and implement a comprehensive internal audit framework derived from SOPs and service-level agreements
Project Delivery
- Lead and manage projects related to process optimization and automation
- Partner with cross-functional teams (incl. IT, Operations) to effectively deploy technology solutions
- Manage the communication of overall project plans, progress, and risk to stakeholders across the organization
- Effectively prioritize with agile project management principles to ensure timely delivery
Data Analytics
- Build and maintain data-driven dashboards to track key performance indicators (KPIs) and quality metrics across Shared Services and Service Delivery workstreams
- Analyze data and identify trends to propose data-driven solutions for process improvement
- Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert on lagging/leading KPIs
What Success In This Role Looks Like
- Short-term: Successful build out of processes, controls and sustainable routines for a global compliance program
- Mid-term: Identify and launch initiatives derived from the engagement channels to improve the workforce experience and steer operational performance
Qualifications & Experience
- Proven track record in optimizing core business processes, backed by evidence
- Use of robust, yet flexible optimization methodologies, driven by analytical thinking
- Success in both startup and mature organizational settings, with a deep grasp of excellence standard
- Proficiency in Advanced MS Excel or Google Sheets, and intermediate skills in productivity tools like Google Workspace or Microsoft Office
- Proficiency in data interpretation and manipulation, with meticulous attention to detail
- A problem-solving mindset with a strong sense of accountability and mentorship skills, capable of delivering structured solutions to challenges and thriving in ambiguous situations
- Strong communication skills and ability to excel in a fast-paced environment
Method of Application
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