Senior Product Manager, Training New Remote - Canada, USA

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.

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 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

• Lead the evolution of Ada’s AI Manager experience, shaping the strategy and roadmap for how customers gain precise control over their AI Agent.
• Design intuitive management workflows in the Ada Dashboard that make it effortless to configure resources, tailor the AI Agent’s behavior, and accelerate the path from launch to a successful, high-performing AI Agent.
• Advance Coaching capabilities, to empower AI Managers to directly control how their AI Agent learns from gaps, tests changes, and measures the impact of improvements at scale—solving the complex challenge of imparting deterministic control over inherently non-deterministic generative AI systems.
• Strengthen Ada’s AI Agent knowledge retrieval ensuring accurate, grounded and up to date responses.
• Expand the ways customers\' AI Agents can be controlled and interact with external systems, including developing and optimizing MCP frameworks and other integration capabilities
• Empower AI Managers to maximize the power of generative workflows while weaving in key deterministic paths where needed, enabling them to combine no-code/low-code data transformations with adaptive AI-driven responses for powerful, tailored automation.
• Collaborate with ML engineers, designers, and customers to explore and define new approaches, refine guardrails, and validate how the AI Agent learns and improves through usage

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.
• Builder’s Mindset – You thrive in ambiguity, using creativity, experimentation, and rapid iteration to define new product experiences rather than optimizing existing ones.
• 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 work comfortably with ML concepts, data transformations, and no-code/low-code systems. You collaborate closely with engineers and designers to architect scalable, intuitive, and high-impact solutions.
• Customer Focus – You are relentless in understanding customer needs and priorities, balancing big-picture thinking with an obsession for getting the details right.
• Influential Leadership – You are able to inspire alignment and build confidence across cross-functional teams without relying on authority.
• Bias for action and problem-solving – You are self-motivated, proactive, and creative, turning challenges into opportunities and driving momentum even in uncharted territory.

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:

• 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.
• 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.

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Remote working/work at home options are available for this role.