Director of Generative AI Operations

What You'll Be Doing 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. Key Responsibilities Generative AI Delivery Leadership: 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 Pilot Design and Scale-Up Strategy: 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 Workforce and Capability Strategy: 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 XXXX XXXX Balance utilization, growth, and contributor wellbeing across a fast-changing demand environment Client Partnership and Value Creation: 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 Metrics, Systems, and Operational Rigor: Define and own performance dashboards across quality, efficiency, workforce health, and finances Build operat