Hayden AI

Customer Success Manager

• Own East Coast territory strategy and execution, delivering on annual revenue targets through new logo acquisition, expansion, renewal, and lifecycle growth.
• Develop and execute a multi-year territory plan aligned to Hayden AI’s broader strategic growth objectives.
• Partner with the CGO to develop and execute overall revenue goals, market prioritization, pricing strategy, and strategic growth initiatives.
• Own top-line KPIs including revenue forecasting, pipeline health, net new revenue, and churn performance.
• Provide structured weekly and monthly revenue insights to executive leadership.
• Lead disciplined pipeline management across long government sales cycles.
• Own the customer lifecycle from prospect through long-term partnership.
• Ensure successful transition from pilot to contract, and from initial deployment to expansion.
• Drive renewals and alignment on contracting and payment terms.
• Oversee customer health metrics including NPS and account performance indicators.
• Lead account planning strategy, including executive relationship mapping and long-term expansion pathways.
• Identify strategic growth opportunities within existing accounts, including ARR growth and deployment scale.
• Serve as a subject matter expert on transit operations, bus lane enforcement, curb management, and municipal parking ecosystems.
• Engage C-level and senior agency leadership in consultative discussions focused on safety, operational efficiency, and community impact.

Senior Director of Sales, Customer Success

Director

• Own end-to-end service delivery for Route Annotation, QA, data processing, and supporting program management functions.
• Translate strategic objectives into executable operating plans, KPIs, and delivery commitments.
• Ensure delivery outcomes meet quality, cost, and timeline expectations for customers and internal stakeholders.
• Lead, develop, and scale high-performing internal teams across service delivery functions.
• Manage and optimize the performance of multiple subcontractors and third-party vendors, ensuring results are delivered through clear SLAs, metrics, and accountability.
• Establish and maintain quality standards across annotation, QA, and data processing workflows.
• Apply Lean Six Sigma principles to identify inefficiencies, reduce variation, and improve throughput, quality, and cost.
• Partner closely with Product, Engineering, Quality, Field Operations, and Customer teams to ensure alignment and smooth handoffs.

Director of Service Delivery

Full-stack Engineer

• Architect the Service Backbone: Lead the design and evolution of the core services architecture, providing a robust, high-availability backbone utilized by all cloud services and engineering teams.
• Drive Technical Roadmap: Define the long-term technical strategy and architectural vision for cloud services, ensuring alignment with future business growth and technological shifts.
• Strategic Decision Making: Spearhead critical architectural decisions, perform deep-dive code reviews, and evaluate technical trade-offs to ensure a sustainable and scalable service ecosystem.
• Scale Multi-Region Cloud: Design and manage globally distributed, multi-region cloud deployments using advanced Infrastructure as Code (IaC) to ensure seamless scalability and performance.
• Automate Everything: Leverage automation and modern orchestration tools to reduce manual overhead, enabling a self-service infrastructure model that empowers developers to ship code faster and more safely.
• Optimize Performance & Cost: Lead initiatives to continuously tune infrastructure for peak performance, maximum reliability, and cost-efficiency across cloud environments.
• Uphold Engineering Standards: Establish and enforce elite software engineering and DevOps standards, including rigorous practices for monitoring, observability, and blameless post-mortems.
• Incident Leadership: Raise the bar for incident prevention and response by modeling best practices in site reliability, proactive system hardening, and rapid remediation.
• Security by Design: Embed security best practices and compliance guardrails directly into the infrastructure layer, ensuring the backbone is secure-by-default.
• Cross-Functional Technical Lead: Act as the primary bridge between hardware, product, and engineering teams to translate complex business requirements into robust, end-to-end technical solutions.
• Build Consensus: Drive cross-functional alignment on complex technical approaches, fostering a culture of collaboration and shared technical ownership.
• Mentor & Multiply: Cultivate the next generation of engineers through active mentorship, sharing expertise in distributed systems, cloud design patterns, and architectural excellence.

Senior Software Engineer – Infrastructure

• Contribute directly to the AI systems that power our mobile enforcement platform.
• Work on computer vision and machine learning models that process real-world video and image data to detect traffic violations and urban compliance events.
• Improve model accuracy, build or refine training datasets, evaluate edge cases, optimize inference performance, or develop tooling to support perception pipelines across cloud and on-device environments.
• Own meaningful technical work that contributes to production systems.
• Design experiments, implement improvements, test performance, and help ship enhancements that directly impact how our systems interpret and act on the physical world.
• Collaborate with engineers in code reviews and team discussions.
• Participate in standups, sprint planning, and retrospectives.

Intern, Software Engineer – Perception

• Take ownership of a real project and see it through to completion
• Build and ship features with support from senior engineers
• Write clean, scalable code
• Test your work and iterate quickly
• Be involved in everything from design discussions to deployment
• Collaborate with engineers in code reviews and team discussions
• Participate in standups, sprint planning, and retrospectives
• Support the team on ad hoc engineering tasks as they come up
• Help improve performance, reliability, or usability where needed
• Ask questions, seek feedback, and apply it quickly

Intern, Software Engineer – Platform

QA Engineer

• Develop and maintain automated tests used in validation across software and system components
• Build internal tools to assist with issue triage, debugging, and diagnostic workflows
• Support project coordination activities including tracking milestones, documenting progress, and flagging blockers
• Collaborate with engineers across disciplines to identify quality gaps and contribute to process improvements

Intern, Software Engineer – Quality Assurance

Technical Program Manager

• Orchestrate end-to-end delivery of business critical, cross-functional engineering programs.
• Manage releases across all Engineering domains including AI, firmware, cloud, and hardware.
• Establish scalable systems and processes to manage the full product lifecycle—from concept through development, deployment, production, and ongoing iteration.
• Design and implement scalable planning processes to support the rapid growth and increasing complexity of the engineering organization.
• Align program execution with business priorities by driving accountability across engineering and non-engineering teams.
• Drive cross-functional planning across engineering and business teams, ensuring alignment of product roadmaps, technical execution, and company strategy.
• Improve forecasting accuracy, execution predictability, and organizational transparency through effective reporting and operational rigor.

Staff Technical Program Manager

Machine Learning Engineer

• Optimize orchestration processes to ensure efficient deployment and management of AI models.
• Implement cost-saving strategies to minimize infrastructure expenses while maximizing performance.
• Upgrade throughput to enhance scalability and responsiveness of AI systems.
• Collaborate with cross-functional teams to identify bottlenecks and implement solutions to improve workflow efficiency.
• Ship new features and updates rapidly while maintaining high levels of quality and reliability.
• Deploy and monitor machine learning models produced by deep learning engineers.
• Design, deploy, and maintain performant and scalable processes for data acquisition and manipulation to enhance dataset accessibility.
• Participate actively in the team's software development process, including design reviews, code reviews, and brainstorming sessions.
• Maintain accurate and updated software development documentation.

Machine Learning Operations Engineer

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