Senior Program Manager

Hayden AI•San Francisco, CA

53d

About The Position

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.

Requirements

Bachelor’s degree
7+ years of experience in customer-facing project management with customer-relationship responsibilities.
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.

Nice To Haves

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)

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.