Manager, Change and Adoption, Generative AI Operations

ABOUT HUGO Hugo Technologies, Inc. (“Hugo”) is committed to nurturing the best of Africa’s young talent. We build and manage remote teams across Africa for some of the world’s largest technology and media companies. We specialize in omnichannel customer support, digital and AI operations, and trust and safety solutions. Our “Why?” is simple. Outsourcing generates billions in income and opportunities globally, but less than 2% reaches African communities. We’re changing that. By winning a share of the multi-billion-dollar global BPO market for Africa, we are investing in a brighter future for the continent. As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our client's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market. The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for young Africans, and we work tirelessly to equip them with the skills needed to build meaningful careers. WHAT YOU’LL BE DOING The Change & Adoption Manager is responsible for ensuring that significant organisational changes at Hugo, new processes, tools, structures, service lines, and ways of working, translate into sustained behavioural change across the workforce and management personnel. The role reports to the VP of Operations and owns the end-to-end change management lifecycle: from initial portfolio intake and impact assessment, through stakeholder engagement, communication, and enablement, to adoption measurement, intervention, and long-term sustainment. Core Responsibilities Change Portfolio Intake and Prioritisation Establish and maintain a centralised change portfolio, a structured register of all active and planned change initiatives across the division that affect the workforce, management, or operational processes Define a standardised intake process for new change initiatives: when a project, process redesign, tool deployment, or organisational restructuring is initiated, it is assessed through a consistent framework before change management resources are committed Impact Assessment and Change Planning Conduct a structured impact assessment for each initiative and quantify the magnitude of the shift from current state to future state Develop a resistance map that anticipates where and why resistance is likely to emerge Align the change management plan with the project delivery timeline Sponsorship Activation and Stakeholder Engagement Identify the primary sponsor for each initiative and work with them to define their specific role in driving adoption Identify and activate change champions within affected teams and projects Manage stakeholder engagement as a continuous activity by maintaining regular touchpoints to build awareness, address emerging concerns, and sustain commitment through the transition Communication and Enablement Execution Execute multi-channel communication plans tailored to each audience segment: front-line agents, QAs, Leads, Managers, and senior leadership Deploy practical adoption support materials at the point of need: quick-reference guides, FAQs, decision trees, troubleshooting resources, and accessible feedback channels Adoption Tracking and Corrective Intervention Define adoption metrics for each initiative that measure actual behavioural change Escalate systemic adoption failures to senior leadership with clear evidence, root cause analysis, and recommended corrective action Sustainment and Ownership Transfer Conduct post-implementation reviews for each major initiative Design and activate sustainment mechanisms that prevent regression Execute a structured ownership transfer Report to senior leadership on the cumulative impact of change management investment If you are excited about delivering the following outcomes, then this role is for you Major organisational changes that achieve sustained adoption, measured by behavioural compliance rather than announcement reach A structured, repeatable change management methodology that scales with Hugo’s growth and increasing operational complexity Reduced change fatigue across the workforce and management through disciplined portfolio management and coordinated sequencing of concurrent initiatives Clear, evidence-based visibility into adoption progress that enables senior leadership to make informed decisions about where to invest and where to intervene A codified change management playbook that builds institutional capability and reduces dependency on individual expertise WHAT QUALIFICATIONS YOU’LL NEED Required Experience and Skills 5–8+ years in change management, organisational transformation, or programme management roles with a significant change management mandate Demonstrated experience leading end-to-end change management for operational, technology, or structural transformation initiatives in high-growth, operationally intensive environments Strong measurement orientation, able to define meaningful adoption metrics, track them rigorously, and translate data into actionable intervention strategies Strongly Preferred Experience in BPO, AI operations, or managed services environments where operational changes directly affect distributed, front-line workforce behaviour Prosci certification or equivalent formal change management qualification Experience designing and deploying change champion networks in distributed, multicultural organisations WHAT WE PROVIDE Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their careers. Our compensation and benefits are highly competitive. PRIVACY STATEMENT Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy . 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 identity, sexual orientation, neurodiversity, disability, or any other legally protected status