Product Manager, CX Solutions

Hugo

15h

About The Position

Hugo is a next-generation BPO built for today’s work. With a global team of over 4,500 people, we specialize in high complexity, judgment-led workflows where nuance matters and legacy playbooks break. Our teams deliver some of the world’s most demanding digital operations, including AI and model evaluation, multimodal trust and safety, crisis and escalation workflows, and advanced customer experience programs. We built our workforce to thrive in ambiguity. Our university-trained teams operate with AI-enabled workflows, strong analytical rigor, and a culture that rewards accuracy and ownership. Since 2017, we have scaled rapidly while maintaining exceptional retention and a reputation for world-class execution. We are enterprise-ready, but we deliver it differently. We maintain the full compliance, security standards, and operational rigor required to compete with the largest global BPOs, yet operate with the agility and intelligence of a modern, analytics-driven organization. Our teams think like consultants rather than traditional agents, pairing smart problem-solving with structured execution. This gives clients the reliability and sophistication expected from top-tier providers, while also bringing enterprise-level capability to smaller companies that typically cannot access it. Our mission drives everything. Outsourcing generates massive global value, yet only a small fraction reaches African communities. Hugo is changing that by channeling opportunity into Africa, building meaningful careers, and showing that African talent can power the future of the digital economy. The Product Manager will be responsible for identifying, testing, and scaling new CX products and services at Hugo. This role sits at the intersection of operations, technology, and commercial strategy, and will focus on turning client needs and internal opportunities into real, market-ready offerings. This person will work closely with CX leadership, engineering partners, design, analytics, and sales to run pilots, validate ideas, and productive successful solutions.

Requirements

4–8 years experience in product management, IT Project Management, strategy, operations, or related roles.
Strong understanding of modern product practices (discovery, experimentation, iterative delivery).
Proven ability to work across technical and non-technical teams.
Comfortable operating in ambiguous, fast-changing environments.
Strong problem-solving, communication, and stakeholder management skills.
Experience launching new products or services (0→1 or scaling).

Nice To Haves

Experience in B2B, SaaS, CX, marketplaces, or AI-enabled products.
Exposure to automation, analytics, or LLM-powered tools.

Responsibilities

Lead product discovery efforts, including client interviews, internal workshops, and market research to identify new product opportunities.
Translate operational pain points into clear product concepts and solution proposals.
Define and manage product roadmaps, balancing quick experiments with longer-term bets.
Run rapid pilots and MVPs to test new ideas with real clients before scaling.
Work with internal and external engineering teams to define requirements and guide delivery.
Partner with sales and CX leadership to support product positioning, pitches, and pilots.
Help turn experimental solutions into repeatable offerings.
Track product performance and impact (adoption, revenue, cost savings, client satisfaction).
Drive cross-functional execution across operations, engineering, analytics, and commercial teams.
Influence senior stakeholders through structured thinking, data, and clear communication
Document learnings and build repeatable playbooks for new product launches.