Senior Program Manager
Company: Hayden AI
Location: San Francisco
Posted on: April 2, 2026
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Job Description:
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.
Keywords: Hayden AI, Santa Rosa , Senior Program Manager, IT / Software / Systems , San Francisco, California
