Vp Of Service Delivery

Welcome to Hayden AI, where the future is ours to make. From bus lane and bus stop enforcement to digital twin modeling and more, our clients use our mobile perception system to speed up transit, make streets safer, and create a more sustainable future.
Led by experts in AI, computer vision, data science, transportation, and government technology, Hayden AI is pioneering real world problem solving powered by AI and machine learning.
Our mobile perception platform is currently utilized by New York City's MTA for automated bus lane enforcement. We recently raised $20 million in Series A funding and have been featured in Bloomberg CityLab, Forbes, Smart Cities Dive, and Politico.
Come join us, and help us build a vision-based data platform for smart enforcement and smart cities with our six core values in mind:

• Integrity
• Transparency
• Empowerment
• Customer Focus
• Collaboration
• Passion

Vice President of Service Delivery
The VP of Service Delivery will work closely with leadership, managers, and team leads to ensure client expectations are being properly defined and met. This is achieved by developing and communicating the strategic direction for the service delivery department, hosting ongoing meetings with the technical teams, implementing and refining processes to improve service delivery, monitoring & managing key business metrics, mentoring team members, and developing leaders. As Hayden AI's VP of Service Delivery, you must have the ability to influence others and drive consensus across technical and non-technical stakeholder groups, including Sales, Operations, Account Management, Product Management, and Engineering partners. You will champion proactively identifying and resolving issues, fallout, and opportunities impacting customer operations. You will also partner with Operations, Product, and Engineering leadership to define operational and non-functional requirements, present business cases for funding prioritization, and develop a roadmap.
Summary of Responsibilities:

• Drive service & engineering improvements and establish end-to-end service thinking & 'customer journey-led' working across the portfolio.
• Communicate with customers and internal teams throughout an incident/repair.
• Lead Implementation, help desk and support coordination and quality insurance processes including continuous review and monitoring of existing systems, images, and video (pre and post-process) to ensure the equipment is working properly and captured images are of the highest quality.
• Manage and correlate multiple events to a single incident.
• Lead end-to-end resolution of incidents within the domain, serving as the senior management escalation and executive communications point during major issue resolution.
• Make Service Delivery improvement recommendations based on customer expectations.
• Provide expert work order management through driving, following up and closure of assigned trouble tickets.
• Effectively manage customer expectations (status and clear description of activities).
• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI's.
• Work with multiple internal and external teams to restore service in a timely manner.
• Recognize issues/defects that will impact implementation and post implementation program monitoring.
• Create and define process to troubleshoot and provide corrective action.

Target Salary Range:

• $200,000 - $225,000
• Company wide bonus program
• Company granted equity

There are endless learning and development opportunities from a highly diverse and talented peer group, including experts in a wide range of fields (AI, Computer Vision, Government Contracting, Systems & Device Engineering, Operations, Communications, and more)!
Just a few of our perks include:

• Unlimited PTO
• Professional development reimbursement
• Remote work opportunities
• Wellness stipends
• Life, AD&D, Short and Long Term Disability Insurance
• Farmers GroupSelect Auto & Home Insurance
• Home office & technology reimbursement
• 401(k) with 3% company matching
• MetLife Legal Plan(s) & Pet Insurance
• Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
• Options for 100% company paid medical, dental, and vision coverage for employees and dependents (for US employees)
• Aflac Critical Illness, Accident Insurance & Hospital Indemnity Insurance
• Daily catered lunches in our Oakland office

Hayden AI is committed to creating a diverse and inclusive environment that fosters learning from each other. We celebrate people of diverse backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and are committed to providing a work environment free of harassment and discrimination. Hayden AI is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
To all recruitment agencies: Hayden AI does not accept agency resumes. Please do not forward resumes to our jobs alias, Hayden AI employees or any other company location. Hayden AI is not responsible for any fees related to unsolicited resumes.
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