About the job
About Us
At Hayden AI, we are dedicated to revolutionizing the operational capabilities of transit systems and governmental organizations through cutting-edge computer vision technology.
Our innovative mobile perception system not only streamlines bus lane and bus stop enforcement but also enhances transportation optimization, enabling our clients to boost transit efficiency, improve street safety, and work towards a sustainable future.
About the Role:
As a Senior Program Manager, you will play a pivotal role in fostering positive relationships with our clients. You will oversee various projects, including system implementations, and provide comprehensive program management throughout the project lifecycle. A thorough understanding of our products and services will be essential to assist clients effectively and to recommend optimal solutions tailored to their needs. You will act as the voice of the customer and advocate for enhancements to Hayden AI solutions to the product management, engineering, and operations teams.
Responsibilities:
Customer Onboarding & Implementation
Lead and manage all aspects of client onboarding and implementation processes.
Create and maintain a detailed implementation schedule that aligns with client needs and internal timelines.
Employ the implementation playbook to effectively guide new customer deployments.
Provide training to clients on Hayden AI software, ensuring a smooth transfer of knowledge.
Issue Resolution & Escalations
Serve as the first point of contact for operational challenges, collaborating closely with business strategy leads, operations teams, and project engineers.
Proactively identify and address bottlenecks in customer workflows.
Coordinate the resolution of complex issues in conjunction with the Engineering team.
Monitor and manage escalations, ensuring prompt resolutions.
Monitoring & Performance Tracking
Track essential customer metrics such as uptime, adoption rates, and engagement levels.
Guarantee that SLAs and contractual obligations are consistently fulfilled.
Provide regular updates on project milestones and performance metrics to stakeholders.

