Manager, Change and Adoption, Generative AI Operations at Hugo Technologies

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