Job description
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
Who we are looking for
At Ada, Product Managers own their work end-to-end, shaping every stage—from ideation to market launch. This is a highly visible, high-impact role, where you’ll play a key part in defining and delivering innovative AI-driven experiences.
We’re looking for a driven Senior Product Manager who thrives in complex, fast-moving environments. You embrace challenges, act decisively, and relentlessly pursue results. You are curious by default, asking ‘why’ until you get to the root of a problem. Your decisions blend data, intuition, and customer insight, ensuring everything you build is intentional, high-quality, and deeply integrated into the broader product. You will be joining the Collaboration Team.
You focus on what matters most, prioritizing a few, high-impact initiatives that elevate the entire platform. You think ahead, architecting strategies that not only solve today’s challenges but also position Ada for what’s next.
What you’ll get to do every day
- Invent entirely new patterns for AI Agent and human collaboration – This is a greenfield opportunity to create breakthrough ways for Ada’s AI Agent to work with customer support teams. You’ll move beyond existing paradigms, designing smarter, more natural collaboration models that redefine how businesses integrate an AI team member into their operations.
- Reimagine the customer experience during escalations – Leverage and create new capabilities across chat, email, voice, and social messaging to make AI-human transitions seamless, intuitive, and effective. Define how Ada’s AI Agent proactively sets up human agents for success, preserving context, anticipating needs, and making escalations feel effortless.
- Turn agent interactions into AI learning moments – Design real-time feedback loops where Ada’s AI Agent learns from human input, improving its reasoning and reducing the need for manual coaching.
- Work directly with customers to refine what great collaboration looks like – Lead discovery with real support teams, testing new patterns, gathering insights, and iterating quickly to build solutions that feel natural and intuitive.
- Drive execution across engineering and design – Partner with cross-functional teams to bring creative, high-impact collaboration features to life, ensuring Ada’s AI Agent becomes an indispensable partner for human teams.
About You
- Proven product leadership – At least 5 years of experience in product development (engineering, design, or product management), including 2+ years in a product management role, driving products from concept to launch.
- A builder’s mindset in a greenfield space – You thrive in ambiguity, using creativity, experimentation, and rapid iteration to define entirely new product patterns rather than optimizing existing ones.
- A strategic and execution-focused approach – You can define and execute on a long-term strategy, delivering incremental value at every stage while keeping the bigger picture in focus.
- Technical fluency – You understand APIs and integrations with external platforms, allowing you to collaborate effectively with engineers on both high-level architecture and detailed product decisions related to partner ecosystems.
- A strong customer focus – You are relentless in understanding real-world customer problems, balancing big-picture thinking with an obsession for crafting the right details.
- An ability to lead with influence – You bring people along by inspiring, aligning, and advocating, not by authority. You collaborate across engineering, design, and business teams to bring your vision to life.
- Bias for action and problem-solving – You are self-motivated, proactive, and creative, turning challenges into opportunities and driving momentum even in uncharted territory.
The expected salary range for this position is $121,000 to $180,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
Perks
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
