Product Manager, CX Solutions at Hugo Kenya

• The Product Manager will be responsible for identifying, testing, and scaling new CX products and services at Hugo. This role sits at the intersection of operations, technology, and commercial strategy, and will focus on turning client needs and internal opportunities into real, market-ready offerings.
• This person will work closely with CX leadership, engineering partners, design, analytics, and sales to run pilots, validate ideas, and productive successful solutions.

Key Responsibilities:

• Lead product discovery efforts, including client interviews, internal workshops, and market research to identify new product opportunities.
• Translate operational pain points into clear product concepts and solution proposals.
• Define and manage product roadmaps, balancing quick experiments with longer-term bets.
• Run rapid pilots and MVPs to test new ideas with real clients before scaling.
• Work with internal and external engineering teams to define requirements and guide delivery.
• Partner with sales and CX leadership to support product positioning, pitches, and pilots.
• Help turn experimental solutions into repeatable offerings.
• Track product performance and impact (adoption, revenue, cost savings, client satisfaction).
• Drive cross-functional execution across operations, engineering, analytics, and commercial teams.
• Influence senior stakeholders through structured thinking, data, and clear communication
• Document learnings and build repeatable playbooks for new product launches.

Qualifications & Experience:

• 4–8 years experience in product management, IT Project Management, strategy, operations, or related roles.
• Strong understanding of modern product practices (discovery, experimentation, iterative delivery).
• Proven ability to work across technical and non-technical teams.
• Comfortable operating in ambiguous, fast-changing environments.
• Strong problem-solving, communication, and stakeholder management skills.
• Experience launching new products or services (0→1 or scaling).