Customer Technical Program Manager, Hayden AI

• B.S. in an engineering discipline or equivalent practical experience
• 5+ years in Technical Program Management, Project Management, or a related delivery role
• Experience managing multiple concurrent programs or projects with external stakeholders
• Comfortable in direct customer or client-facing roles — able to communicate program status clearly and manage expectations under pressure
• Strong cross-functional coordination skills: able to drive delivery across engineering, operations, and field teams without formal authority
• Organized, detail-oriented, and disciplined about tracking — nothing falls through the cracks

Desirable

• The Technical Program Manager, Customer Deployment will own the execution of active customer deployments from contract handoff through field go-live
• Working closely with Project Engineers (PEs), this person coordinates day-to-day delivery across multiple simultaneous deployments, serves as the primary program-level point of contact for municipal customers post-sale, and ensures field realities feed back into engineering and operations
• This is a hands-on execution role with direct customer exposure and real ownership over outcomes
• Deployment Program Management: Own the end-to-end program plan for multiple simultaneous customer deployments — tracking milestones, managing dependencies, coordinating across internal teams, and keeping delivery on schedule from contract handoff to field go-live
• Project Engineer Coordination: Act as program lead across a portfolio of active deployments, coordinating and unblocking Project Engineers embedded in each engagement. Provide structure, escalation paths, and cross-deployment visibility that individual PEs can’t maintain on their own
• Customer Engagement: Serve as the program-level point of contact for municipal customers post-sale — communicating status, managing expectations, surfacing risks early, and maintaining trust through the deployment lifecycle
• Field Feedback Loop: Capture and translate deployment learnings — installation challenges, configuration issues, operational friction — into structured input for engineering, hardware, and operations teams to act on
• Scope & Requirements Tracking: Partner with Growth and Operations to ensure customer commitments are clearly scoped before deployment begins, and track scope changes through delivery to protect both the customer relationship and engineering capacity
• Risk & Issue Management: Identify and escalate deployment risks before they become customer-facing misses. Maintain clear issue logs, owners, and resolution timelines across all active programs
• Deployment Readiness: Drive pre-deployment readiness reviews — ensuring hardware, software, configuration, and field logistics are aligned before go-live commitments are made to customers
• Process Improvement: Document what works and what doesn’t across deployments. Contribute to the playbooks, templates, and checklists that make the next deployment faster and more predictable than the last
• Cross-Functional Coordination: Work across Engineering, Hardware, Operations, and Growth to keep deployment programs moving — pulling in the right people at the right time without requiring escalation to senior leadership for routine unblocking
• In your first year, you will: own end-to-end delivery of multiple active customer deployments simultaneously; establish a repeatable deployment program structure that Project Engineers can operate within; and become the person customers and internal teams rely on to know where things stand and what happens next