Director of Field Services

March 25

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Hayden AI

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Hayden AI is a company that specializes in revolutionizing problem-solving through its AI-powered mobile perception platform. The company goes beyond automated traffic enforcement, offering solutions that enhance the safety and performance of transit buses by enforcing bus lanes and bus stops automatically. Hayden AI is recognized as the largest provider of mobile automated bus lane and bus stop enforcement systems in the United States. Their technology is designed with a privacy-first approach, utilizing edge processing and encryption to protect data. The company leverages a rich collection of vision-based data combined with advanced machine learning to provide valuable insights for cities and businesses. Hayden AI has been acknowledged for its contribution to green technology and continues to innovate with disruptive, AI-based solutions.

artificial intelligence • geospatial analytics • machine learning • computer vision • smart city

51 - 200 employees

🤖 Artificial Intelligence

🚗 Transport

🔐 Security

📋 Description

• Operational Leadership • Strategic oversight and leadership of the Field Services team, which is responsible for device monitoring, remote troubleshooting, remote repairs, and field repairs • Develop and manage SLAs and KPIs to consistently meet system uptime targets • Establish and maintain processes and workflows for ticket triage, device issue diagnosis, and resolution • Design and implement data-driven processes to improve response times, resolution rates, and system availability • Manage department P&L, which includes forecasting • Identify opportunities for automation, tooling enhancements, and operational efficiency • Build a culture of continuous improvement, driving proactive problem-solving and root-cause analysis • Lead Kaizen events and other process improvement initiatives • Set clear performance goals and provide ongoing feedback and development opportunities. • Foster a collaborative, customer-centric culture • Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodology

🎯 Requirements

• Bachelor’s degree • 10+ years of relevant experience in field services, service operations, supply chain, or related field • 5+ years of effective people leadership, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment • Strong understanding of device monitoring tools, diagnostic scripts, and remote repair processes • Experience working cross-functionally with Engineering and Client Success teams • Ability to interpret and act on operational data and performance metrics • Demonstrated experience driving continuous improvement initiatives • Excellent communication and client-facing skills • Lean Six Sigma Training and Certification (Green belt or Black belt)

🏖️ Benefits

• Options for medical, dental, and vision coverage for employees and dependents (for US employees) • Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA) • 401(k) with 3% company matching • Unlimited PTO • Daily catered lunches in our San Francisco office