Program Specialist

About the company

Hayden AI builds computer-vision technology that helps transit agencies and other public-sector organizations solve practical operational problems. Its mobile perception platform supports bus lane and bus stop enforcement, transportation improvements, and safer, more sustainable streets.

Role overview

The Program Specialist will support customer success through active program oversight and hands-on coordination. Working alongside Program Managers, this person will monitor issue logs, review dashboards, and work through technical geospatial documents to keep programs running effectively. The role also serves as a strong client advocate, combining analytical thinking with on-the-ground validation to make sure operational needs are met.

Key responsibilities

• Oversee client issue-tracking workflows by sorting incoming concerns and directing them to the right internal teams for action.
• Continuously review dashboards and analytics to spot emerging program issues early and notify stakeholders so preventive steps can be taken.
• Examine technical setup and configuration materials using input from clients and internal teams to confirm they are accurate and operationally sound.
• Carry out field checks to verify that program deployment matches written specifications; this requires being locally based and available to travel within the service area.
• Use program metrics and operational data to prepare recommendations that help stakeholders make informed decisions.
• Handle client-facing documentation end to end, including drafting, compliance review, feedback gathering, formatting, and final approval.
• Develop trusted client relationships through proactive communication and regular alignment on goals and expectations.
• Respond quickly to client requests and coordinate solutions with cross-functional partners.

Travel and location expectations

This position is based in New York City and involves travel across all five boroughs for field verification and direct program support.

Required qualifications

• At least 3 years of experience in customer service, analysis, project management, client relations, or a similar function.
• Comfort using Microsoft Office or Google Workspace.
• Strong analytical ability, including experience working with technical documents and data visualization tools.
• Ability to work effectively both with teams and independently.
• Adaptability and willingness to respond positively to change and new challenges.
• Experience performing independent research and data analysis to solve problems and generate insights.
• Demonstrated ability to build and maintain professional relationships.
• Clear written and verbal communication skills, with the ability to work well across diverse groups.

Preferred qualifications

• A bachelor’s degree in a relevant discipline such as Business Administration or Communications is advantageous.
• Prior experience in account management or project coordination is a plus.
• Exposure to issue-tracking or project-management platforms such as Jira, Asana, or ServiceNow.
• Familiarity with public transit data standards, including GTFS.
• Experience with geospatial annotation files such as KML or other similar geographic data formats.

Additional information

Local presence is important for this role because part of the work includes field verification and travel throughout the service area. The position expects someone who can combine client advocacy, analytical judgment, and operational follow-through.