Manager L&D, 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 Manager, Learning & Development is responsible for building the management and operational capability that enables Hugo to deliver consistently at scale. The role reports to the VP of Generative AI Operations and owns the end-to-end capability development lifecycle: defining what excellence looks like for Hugo managers, assessing the current capability baseline, designing and building the learning architecture to close gaps, delivering and embedding programmes across the organisation, measuring impact against operational outcomes, and continuously evolving the system as the business grows. Core Responsibilities Capability Standard Definition Detail and codify the Hugo Manager Competency Framework, a structured definition of the knowledge, skills, behaviours, and judgment standards required of managers at each level (team lead, manager, senior manager) Codify the Hugo Manager Toolkit, the comprehensive set of frameworks, templates, playbooks, checklists, tools, and reference materials that operationalise the competency framework into daily management practice Capability Assessment & Gap Analysis Design and deploy a structured capability assessment across the management population, combining self-assessment, manager assessment, 360-degree feedback, and performance data analysis to produce a multi-dimensional view of each individual’s capability profile Map assessment results against the competency framework to produce capability heatmaps that reveal patterns Learning Architecture Design Design a tiered learning architecture that serves the full manager lifecycle Develop the learning calendar and sequencing plan Content Development and Resourcing Develop foundational training content in-house: facilitator guides, participant workbooks, case studies, assessment instruments, and reference materials for relevant modules Facilitate the development of digital learning assets for self-paced delivery: e-learning modules, microlearning content, and interactive simulations that complement instructor-led programmes Programme Delivery and Embedding Execute a phased rollout plan that sequences delivery by priority: highest-impact gaps first, most critical management populations first, and foundational programmes before advanced modules Support individual managers in developing personalised development plans that complement structured programmes Impact Measurement and Continuous Evolution Define and track outcome-based L&D metrics that connect learning investment to business performance Produce regular reporting for senior leadership on L&D programme health, capability trajectory, and return on development investment Continuously evolve the competency framework, curriculum, and toolkit as Hugo’s operating model matures If you are excited about delivering the following outcomes, then this role is for you A codified Hugo Manager Competency Framework and Toolkit that define and operationalize management excellence across the organisation A structured, scalable learning architecture that builds manager capability progressively and keeps pace with Hugo’s growth A self-reinforcing development system where capability assessment, learning intervention, and impact measurement form a continuous cycle WHAT QUALIFICATIONS YOU’LL NEED Required Experience and Skills 5–8+ years in Learning & Development, Organisational Development, Capability Building, or General Management roles, with at least 2 years in a management or lead capacity Demonstrated experience designing and delivering end-to-end management development programmes in high-growth, operationally intensive environments Experience building competency frameworks, conducting capability assessments, and translating gap analysis into structured learning curricula Proficiency in learning management systems (LMS), e-learning development tools, and L&D analytics platforms Strong measurement orientation, able to define outcome-based metrics, track them rigorously, and connect L&D investment to operational performance Strongly Preferred Experience in BPO, AI operations, or managed services environments with distributed, multicultural management populations Familiarity with capability maturity models and their application to manager or leadership development planning Experience designing development programmes for managers 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