Product Manager, CX Solutions

Hugo builds and manages remote client support teams in black communities, primarily in Africa, that help companies get to better outcomes. Our university-educated support pros have been rigorously screened and trained by world-class operators. We are looking for a Product Manager who will be responsible for identifying, testing, and scaling new Customer Experience (CX) products and services at Hugo. This role sits at the intersection of operations, technology, and commercial strategy, focusing on turning client needs and internal opportunities into market-ready offerings. You will work closely with CX leadership, engineering partners, design, analytics, and sales to run pilots, validate ideas, and productize successful solutions.\n\n### Responsibilities\n- Lead product discovery efforts, including client interviews, internal workshops, and market research to identify new product opportunities.\n- Translate operational pain points into clear product concepts and solution proposals.\n- Define and manage product roadmaps, balancing quick experiments with longer-term bets.\n- Run rapid pilots and MVPs (Minimum Viable Products) to test new ideas with real clients before scaling.\n- Work with internal and external engineering teams to define requirements and guide delivery.\n- Partner with sales and CX leadership to support product positioning, pitches, and pilots.\n- Help turn experimental solutions into repeatable offerings.\n- Track product performance and impact including adoption, revenue, cost savings, and client satisfaction.\n- Drive cross-functional execution across operations, engineering, analytics, and commercial teams.\n- Influence senior stakeholders through structured thinking, data, and clear communication.\n- Document learnings and build repeatable playbooks for new product launches.\n\n### Requirements\n- 4–8 years of experience in product management, IT Project Management, strategy, operations, or related roles.\n- Strong understanding of modern product practices such as discovery, experimentation, and iterative delivery.\n- Proven ability to work across technical and non-technical teams.\n- Comfortable operating in ambiguous, fast-changing environments.\n- Strong problem-solving, communication, and stakeholder management skills.\n- Experience launching new products or services (0 to 1 or scaling).\n- Educational Qualification: BA/BSc/HND degree.\n\n### How to Apply\nInterested and qualified candidates should apply online through the Hugo Kenya careers portal by following the application link provided below.