About UsAda is an AI customer experience platform that harnesses the world's most powerful large language models to make customer service extraordinary for everyone. We’re driven to set the new standard for customer service at scale, enabling Enterprise companies to deliver experiences that are instant, proactive, personalized, and effortless.Our team is pushing the frontier of AI Agent development, measurement, and management to power quality service experiences that respect everyone’s most valuable asset, time. Giving both customers, and customer service professionals, more quality time back for life’s big & small moments.Since 2016, Ada is a proudly Canadian company that has powered over 4 billion interactions—automating up to 83% of all customer inquiries—for leading brands like Square, YETI, Canva, and Monday.com saving millions of hours of human effort for people all over the world.Backed with over $250M in funding from tier-1 investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in applied AI 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.Our RoleAs 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.
