Manager of Service Delivery
About Us
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.
Job Summary:
Hayden AI is seeking a Manager of Service Delivery to own and execute day-to-day service delivery operations for our routes organization. This role will be responsible for ensuring high-quality, timely, and cost-effective delivery of route annotation and supporting workflows that underpin our core products and customer commitments. This is a hands-on operational leadership role, responsible for managing internal teams and external partners, driving execution against KPIs, and continuously improving quality, throughput, and cost as the business scales.
Responsibilities:
Service Delivery & Operations Leadership
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.
Team & Vendor Management
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.
Balance hands-on operational involvement with building team ownership and capability.
Quality & Continuous Improvement
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.
Lead root-cause analysis and corrective actions for delivery or quality issues.
Operational Maturity & Scaling
Build repeatable operating rhythms, dashboards, and management cadences.
Support the design and rollout of scalable service delivery models as volume and complexity increase.
Contribute to longer-term planning around staffing, vendor strategy, and operational resilience.
Required Qualifications:
5–8+ years of experience in service delivery, operations, or program management within technology, data, or services organizations.
Proven experience managing frontline teams and delivering results through vendors or subcontractors.
Strong operational rigor with the ability to run multi-threaded delivery environments.
Excellent written and verbal communication skills.
Preferred Qualifications:
Experience in annotation, data operations, BPO, logistics, or high-volume service environments.
Lean Six Sigma Yellow or Green Belt (or equivalent continuous improvement background).
Experience in high-growth or startup environments.