Technical Project Manager Hybrid

ABOUT HUGO

Hugo is a Future-of-Work company. We build and manage remote teams in West Africa for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and customer support solutions that ultimately yield more inclusive outcomes for our clients and their customers.

As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our customer’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 customers is the one we have to our people. We are dedicated to carving out a place in the digital economy for young Africans, so we work tirelessly to equip them with the skills needed to build meaningful careers.

As a culture, we’re Silicon Valley meets ECOWAS. We’re youthful, sharp, dynamic, and fresh. We’re Lagos and Dakar, in English et en Français, and we’re on a mission to win for our communities and our clients!

Role Overview

We are looking for a Technical Project Manager with experience owning the day-to-day delivery for our high-growth AI SaaS clients. You will lead a blended team of technical and non-technical experts, transforming complex client requirements into seamless support operations.

This is a high-visibility role. You aren’t just managing tickets; you are managing a technical ecosystem. You will be the primary point of contact for client escalations, technical QA, and operational strategy.

What You’ll Do

• Technical Oversight: Act as the technical North Star for your team. You’ll interpret stack traces, analyze logs, and guide agents through complex bug reproductions in TypeScript and React environments.
• Operational Excellence: Own the end-to-end lifecycle of support delivery. You will design workflows, manage capacity, and ensure “Gold Standard” QA across every interaction.
• Stakeholder Management: Serve as the “sharp operator” for our clients. You will translate operational data into executive-level insights and handle high-pressure escalations with a steady hand.
• Specialized Workflows: Navigate complex billing and payment logic (Stripe, subscription lifecycles, and dispute resolution) to ensure financial accuracy for our partners.

What You Bring

• Experience: 3–5 years as a TPM, Technical Team Lead, or Product Manager in a fast-paced software environment.
• Technical Fluency: You have a deep understanding of web fundamentals (REST APIs, frontend/backend architecture). You don’t need to ship code, but you must be able to earn technical credibility with engineers instantly.
• Leadership Grit: Proven experience managing people (engineers or technical agents). You know how to motivate a team to hit high-velocity targets without burning out.
• Communication: Your writing is your superpower. You are clear, concise, and can distill complex technical issues into “filler-free” executive summaries.
• Stoicism: You thrive in the “eye of the storm.” When a client escalation hits or a system goes down, you are the calmest person in the room.

Tagged as: project management