Manager of Service Delivery

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.

This role supports Hayden AI's mission to harness computer vision to transform transit systems, helping accelerate transit, enhance street safety, and drive toward a sustainable future through high-quality service delivery of route annotation workflows.

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.

No benefits, compensation, or perks information provided in the job description.

Hayden AI harnesses the power of computer vision to transform how transit systems and government agencies address real-world challenges, using innovative mobile perception systems to accelerate transit, enhance street safety, and drive toward a sustainable future.