Director of Field Services

About Us

At Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges.

From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future.

What the job involves

• 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

Qualifications:

• 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)