At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx
As we continue to enhance the capabilities of Ada’s AI Agent to drive Automated Resolutions (AR), it's time to prioritize the efficient scaling of AR. Our generative technology streamlines the user experience, making it simpler than ever to showcase Ada's value to potential customers.
We are hiring for a Senior Product Manager to join our highly collaborative, dynamic, and driven product team. This person will have the opportunity to bring their unique perspective and background in leveraging data to build products that drive the highest customer impact.
About You
- 5 + years of relevant B2B SaaS Product Management experience in an agile and highly dynamic environment
- Experience building and leveraging data/analytics products, with a focus on measuring success metrics for AI-driven initiatives
- Experience using and building with Large Language Models (LLMs)
- Strong communication and presentation skills with the ability to craft business cases that inspire and influence change
- Experience driving product launches from 0 to 1
- Proven ability to work in ambiguity and deliver high-quality products that align with strategic goals
Outcomes
- Outcome Driven: Consistently uses a results-oriented approach when working on complex projects, and aligning product decisions with the company’s north star metric. Effectively communicates the expected outcome by providing specific details and clear reasoning for their predictions.
- Developing a vision, strategy and roadmap: Ensure all teams are working towards the same goal by developing and communicating a clear vision, strategy and roadmap. Proactively adapts the roadmap by evaluating market changes and customer feedback.
- Leadership: Exhibits strong leadership within their area of expertise by acting decisively and assertively to drive team progress and unblock challenges. Proactively identifies opportunities for improvement and innovation within the team and the organization.
- Communication & Collaboration: Ensure alignment between teams and stakeholders through active listening, and empathetic responses. Leads cross-functional meetings with engineering, design, customer experience, and product marketing to drive alignment on goals and decisions
- Customer focused and problem solving: Demonstrates a strong focus on customers, deeply understanding their needs and incorporating those understandings into product designs. Actively seek feedback from customers and other sources such as customer satisfaction metrics to address areas of concerns, and focus on continuous improvement on product offerings to better meet customer needs.
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $121,000 to $160,000. 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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About Us
Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.
We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.
Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.
Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.
Top Skills
What We Do
Built for support teams, Ada's AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide.
Why Work With Us
Join Ada at the forefront of AI-powered customer service.
We’re a team of brilliant and fast-moving minds driven toward defining the future of automation.
Our radically transparent culture energizes and inspires us to continuously raise the bar.
Make an impression. Own it at Ada.
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