Senior Program Manager

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Tech Stack

• PMP

Benefits

• 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