Hayden AI

Program Manager

• 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.

Senior Program Manager

Field Engineer

• Reports directly to the Sr. Manager of Field Services
• Provide Tier 2 technical support for hayden.ai endpoint devices, serving as an escalation point from Tier 1 support and field technicians
• Deliver advanced remote troubleshooting and diagnostic support to field technicians during installations, maintenance, and incident response
• Analyze complex hardware, software, network, and system-level issues, determining root cause and driving issues to resolution
• Monitor production, pilot, and test fleets, proactively responding to alerts, anomalies, and escalated client-reported issues
• Own and manage escalated tickets through resolution, ensuring clear documentation, timely updates, and adherence to SLAs
• Collaborate closely with Engineering, Product, and Field Operations to resolve recurring or systemic issues and implement long-term fixes
• Identify trends in incidents and failures, contributing to improvements in system reliability, performance, monitoring, and tooling
• Develop and maintain dashboards, runbooks, and troubleshooting guides to support Tier 1 teams and field technicians
• Support quality initiatives by assisting with inspection, testing, and evaluation of hardware and software in field environments
• Build and enhance tools, automation, and diagnostic workflows to reduce manual effort and prevent incident recurrence
• Participate in post-incident reviews, providing root cause analysis and actionable recommendations
• Ensure compliance with established processes for escalation, change management, and incident handling
• Meet or exceed service level agreements (SLAs) and operational performance metrics

Field Support Specialist

Supply Chain

• Directly manage our Inventory Coordinator
• Own MRP responsibilities for global locations.
• Inbound buying and planning for key finished goods, components, and suppliers.
• Manage towards inventory targets and service levels.
• Lead solution architect for NetSuite Supply Chain functionality, BOM creation, costing and Inventory analytics.
• Support technology solutions through troubleshooting and quality assurance testing for department software systems.
• Validate root cause analysis / reporting on operational issues, develop action plans and manage improvements with the ability to manage multiple, competing priorities simultaneously
• Performs monthly Inventory audit to ensure inventory accuracy, responsible for inventory data across all locations.
• Evaluate transactions to resolve count discrepancies.

Inventory Manager

Full-stack Engineer

• Deliver robust, thoroughly tested, and maintainable C++ code tailored for edge and robotics platforms.
• Design, implement, and take ownership of prototype perception systems with the potential to transition into production-grade solutions.
• Construct and iteratively refine real-time perception pipelines, encompassing detection, tracking, and sensor fusion methodologies.
• Adapt, refine, and integrate Machine Learning (ML) and Computer Vision (CV) models, including leveraging open-source solutions, for novel, Hayden-specific applications.
• Drive technical decision-making in ambiguous problem spaces, effectively balancing the speed required for prototyping with the requirements for production readiness.
• Collaborate closely with the Product team and cross-functional Engineering departments.
• Contribute to shared infrastructure, tooling, and architectural patterns as pilot initiatives mature into foundational products.

Senior Software Engineer, Pilots

Compliance

• Development and execution of legislative and regulatory strategy in the U.S. with state and local government, and possibly internationally in the EU and the UK.
• Management of outside consultants, grassroots allies and other stakeholders.
• Analysis of pending legislation and regulations, as well as current laws.
• Work cross functionally with internal teams to maximize market opportunities, ensure compliance with appropriate laws and regulations, and seek input on pending policy issues.

Director of Legislative and Regulatory Affairs

Manager

• Own end-to-end service delivery for route annotation and related operational workflows.
• Translate quarterly and monthly objectives into clear operating plans, capacity models, and daily execution priorities.
• Ensure delivery meets defined quality standards, turnaround times, and cost targets.
• Monitor performance and intervene quickly to resolve delivery, quality, or capacity risks.
• Lead and develop a high-performing team of leads and individual contributors.
• Manage day-to-day execution across one or more subcontractors or third-party vendors.
• Establish clear expectations, workflows, SLAs, and accountability mechanisms.
• Own quality outcomes for routes, in partnership with QA and product stakeholders.
• Implement and maintain quality standards, operating procedures, and audit mechanisms.
• Apply continuous improvement methodologies (Lean, Six Sigma, Kaizen) to improve throughput, quality, and cost.

Senior Program Manager

Field Support Specialist

Inventory Manager

Senior Software Engineer, Pilots

Director of Legislative and Regulatory Affairs

Service Delivery Manager