Program Specialist

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.

What the job involves:
The Program Management Specialist plays a critical role in exceeding customer expectations through proactive oversight and hands-on program management. You'll work closely with Program Managers, managing issue tracking systems, monitoring data dashboards, and interpreting technical geospatial documentation to ensure programs run smoothly. This role will advocate for clients, ensuring their operational needs are met and exceeded through both analytical rigor and field verification.Use your data skills and technical knowledge to proactively identify program issues, interpret complex geospatial data, and make impactful recommendations that optimize program performance.

Responsibilities:

• Manage client issue tracking systems, triaging incoming concerns and routing them to appropriate internal stakeholders for resolution.

• Proactively monitor data dashboards and analytics tools to identify program-related issues before they impact clients, alerting relevant stakeholders to take preventative action.

• Interpret and analyze technical configuration documentation based on client and internal stakeholder feedback, ensuring accuracy and alignment with operational requirements.

• Conduct field verification activities to validate program implementation against documented specifications, requiring local presence and willingness to travel within the service area.

• Provide data-driven recommendations and informed decisions to stakeholders based on thorough analysis of program metrics and operational performance.

• Manage all aspects of client documentation, from creation and compliance to feedback collection, formatting, and final client approval.

• Build strong, lasting relationships with clients, proactively engaging them to maintain alignment on goals and needs.

• Respond promptly to client requests and strategically coordinate fulfillment with cross-functional teams.
  

Travel Requirements:

• Based in NYC with travel throughout the five boroughs, you'll conduct field verification, provide data-driven decisions to stakeholders, and directly influence program success through your analytical insights and client advocacy.
  

Required Qualifications:

• 3+ years in customer service, analysis, project management, client relations, or equivalent.

• Proficiency in Microsoft Office Suite or Google Suite

• Strong analytical skills with experience interpreting technical documentation and data visualization tools.

• Ability to thrive in both collaborative and independent environments.

• Embrace change and readily adjust to new situations and challenges.

• Skilled in analyzing data and conducting independent research to solve problems and gain insights.

• Proven ability to develop and maintain positive, professional relationships.

• Excellent communication skills, both written and verbal, with the ability to collaborate effectively with diverse teams.
  

Preferred Qualifications:

• A Bachelor's degree in a related field (e.g., Business Administration, Communications) is a plus.

• 3+ years in customer service, analysis, project management, client relations, or equivalent.

• Prior experience in account management or project coordination demonstrates your ability to manage client relationships and projects successfully.

• Experience with issue tracking systems (e.g., Jira, Asana, ServiceNow) or project management tools.

• Familiarity with public transportation data standards, including General Transit Feed Specification (GTFS) formats.

• Experience working with geospatial annotation files, including Keyhole Markup Language (KML) or similar geographic data formats.