Senior Program Manager

Program Manager is ultimately responsible for maintaining positive customer relationships. You will serve as the voice of the customer and advocate for ways to improve Hayden AI solutions to product management, engineering, and operations.Responsibilities:Customer Onboarding & ImplementationOwn 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.Issue Resolution & EscalationsAct 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.Monitoring & Performance TrackingTrack 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.Proactive Account ManagementEstablish 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.Process Improvement & Feedback LoopWork closely with operations and assigned project engineers t...