Senior Product Designer

Summary

Join Ada, an AI customer service company, as a Senior Product Designer on the Performance Team. You will design frameworks and experiences that make Ada's reasoning engine effective, observable, improvable, and human-centered. This role involves designing Ada's thinking patterns, architecting feedback loops for continuous improvement, surfacing meaningful performance signals, and collaborating with cross-functional teams. You will translate abstract problems into structured experiences, conceptual models, and polished interactions. The ideal candidate has 5+ years of product design experience, a systems-thinking approach, and a deep user-centered focus. Ada offers a competitive salary, unlimited vacation, and various benefits.

Requirements

• 5+ years of product design experience , including shipping complex or systems-level work in a product environment
• A systems thinker with a strong interaction design foundation – You’re excited by the challenge of designing how something works , not just how it looks
• Comfortable with ambiguity and complexity – You know how to break down abstract problems, explore multiple paths, and make thoughtful tradeoffs
• Deeply user-centered – You advocate for clarity, trust, and empowerment in how users interact with intelligent systems—even when things go wrong
• Fluent collaborator – You thrive in highly cross-functional settings, and you’re skilled at bringing together ML scientists, engineers, and modality teams to shape cohesive experiences

Responsibilities

• Design Ada’s thinking patterns – Work on the systems that govern decision-making and resolution across conversations, ensuring Ada delivers high-quality support that feels intuitive and complete
• Architect feedback loops – Build mechanisms that allow Ada to learn from user signals, agent input, and conversation outcomes—improving over time across modalities like chat, voice, and email
• Surface meaningful performance signals – Help users understand why Ada made a choice, how well it worked, and what’s improving—without overwhelming them with data or internals
• Partner across teams – Collaborate with the designers, PMs, engineers, and ML scientists working on Ada’s different surfaces to ensure improvements to the reasoning engine are cohesive, consistent, and multi-channel (voice, chat, email) by default
• Bring abstract systems to life – Translate fuzzy problems into structured experience flows, conceptual models, and polished interactions—always grounded in user understanding and system behavior

Preferred Qualifications

• Experience designing for AI/ML-powered systems or reasoning-based experiences
• Exposure to conversational interfaces or multi-modal interaction design
• A background in interaction design, cognitive systems, or service design
• A thoughtful perspective on how people and AI can collaborate to solve complex problems

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
• Flexible work schedule
• Remote-first, In-person friendly work environment with WFH budget
• Paid parental leave for Canadian and U.S. residents
• Development opportunities