Senior Product Manager

Summary

Join Ada, an AI customer service company, as a Senior Product Manager and play a key role in defining and delivering innovative AI-driven experiences. You will invent new patterns for AI Agent and human collaboration, reimagine the customer experience during escalations, and turn agent interactions into AI learning moments. This role requires working directly with customers, driving execution across engineering and design, and leading with influence. The ideal candidate possesses proven product leadership, a builder's mindset, a strategic approach, technical fluency, a strong customer focus, and a bias for action. The salary range is $121,000 to $180,000.

Requirements

• 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

Responsibilities

• 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

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
• 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