We determine fair compensation for each position by considering market rates, qualifications, experience, and location.

This job posting reflects a salary range based on different levels within the position, which are primarily determined by location. Your interview performance will help us determine your base salary offer within this range.

Keep in mind that salary is just one piece of Hayden's total compensation package. We also offer equity and a company-wide bonus plan. Additional benefits are shared as part of this job posting.

Benefits and Perks

There are endless learning and development opportunities from a highly diverse and talented peer group, including experts in a wide range of fields (AI, Computer Vision, Government Contracting, Systems & Device Engineering, Operations, Communications, and more!)

• Options for medical, dental, and vision coverage for employees and dependents (for US employees)

• Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)

• 401(k) with 3% company matching

• Unlimited PTO

• Daily catered lunches in our San Francisco office

At Hayden AI, we are committed to creating an inclusive and diverse workplace where everyone is treated with respect and dignity. We believe that our differences make us stronger and drive innovation. As an equal opportunity employer, we do not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We are dedicated to fostering a work environment that celebrates diversity and ensures that every individual has the opportunity to contribute to our mission and achieve their full potential.

Please do not forward resumes to our jobs alias, Hayden AI employees or any other company location. Hayden AI is not responsible for any fees related to unsolicited resumes.

About Us

At Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges.

From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future.

About the Role:

The Sr. Program Manager is ultimately responsible for maintaining positive customer relationships. You will manage projects with our customers, such as system implementations, and provide end-to-end program management throughout the lifecycle of the program. You will need to maintain a detailed understanding of products and services to support customers with questions and suggest the best solutions for their needs. You will serve as the voice of the customer and advocate for ways to improve Hayden AI solutions to product management, engineering, and operations.

Responsibilities:

• Customer Onboarding & Implementation

  • Own and manage all aspects of client onboarding and implementation.

  • Develop and maintain a detailed implementation schedule aligned with client requirements and internal milestones.

  • Utilize the implementation playbook to guide the process for new customer deployments.

  • Train clients on Hayden AI software and ensure seamless knowledge transfer.

• Issue Resolution & Escalations

  • Act as the frontline for operational issues, working closely with the business strategy lead, operations team, and project engineer.

  • Proactively identify and resolve bottlenecks in customer workflows.

  • Coordinate resolution of complex issues with Engineering.

  • Track and manage escalations, ensuring timely resolution.

• Monitoring & Performance Tracking

  • Track key customer metrics (uptime, adoption, engagement, etc.).

  • Ensure SLAs and contractual obligations are consistently met.

  • Regularly report on project milestones and deliverables.

  • Collaborate with subcontractors and violation processors supporting each program.

• Proactive Account Management

  • Establish regular check-ins with clients to preempt potential issues.

  • Serve as the primary point of contact for customers.

  • Align internal teams to customer needs and act as the client advocate.

  • Provide structured feedback to internal teams based on customer insights.

• Process Improvement & Feedback Loop

  • Work closely with operations and assigned project engineers to refine workflows.

  • Identify process improvements based on customer insights and performance trends.

  • Collaborate with Product and Engineering teams to advocate for product enhancements.

  • Establish, implement, and maintain an effective Project Plan to ensure all deliverables are met.

Required Qualifications:

• Bachelor’s degree

• 7+ years of experience in customer-facing project management with customer-relationship responsibilities.

• Experience in Public Transit, Government or similar industries preferred

• PMP and/or related project management certifications preferred.

• Proven leadership/team management skills with the ability to optimize team performance and development (Growth Mindset approach)

• Excellent analytical and problem-solving skills

• Hands-on approach in taking charge of issues and seeing them through to resolution

• Ability to operate under deadlines while still meeting standards

• Excellent verbal and written communication.

• Ability to travel up to 10% within the assigned region.

Compensation Range: $126,138 - $163,980