Senior Product Manager, Messaging Experience

Tbwa Chiat/Day Inc; Canada; Remote; USD 121,000 - 180,000; Full time

Job summary

An innovative firm seeks a Senior Product Manager to lead the development of AI-driven messaging experiences. This role offers the opportunity to redefine how customers interact with technology, creating intuitive and engaging user interfaces. You will oversee the renewal of messaging SDKs, ensuring they are high-performing and scalable. Join a team that values growth and creativity, where your contributions will shape the future of customer service. With a focus on personal development and a supportive work environment, this position is perfect for those eager to make a significant impact in the AI space.

Benefits

Unlimited Vacation

Comprehensive Benefits

Wellness Account

Employee & Family Assistance Plan

Flexible Work Schedule

Learning & Development Budget

Work from Home Budget

Access to Cutting-Edge AI Tools

Hands-On with LLMs

A Thriving Industry

Qualifications

• 5+ years in product development, including 2+ years in product management.
• Strong understanding of API design and SDK development.

Responsibilities

• Redefine AI-driven messaging for customer support.
• Collaborate with customers and internal teams to enhance messaging.

Skills

Product Management

API Design

SDK Development

Customer Focus

Problem Solving

Education

Bachelor's Degree

Tools

AI Tools

Job description

Senior Product Manager, Messaging Experience

Remote - Canada

About Us

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 will be joining the Messaging Experience Team.

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

• Redefine AI-driven messaging for customer support – Invent breakthrough ways for Ada’s AI Agent to engage with users across chat, mobile, and social messaging. Ensure our AI Agent is responsive, intuitive, and capable of delivering exceptional customer experiences in messaging.
• Create new UI experiences for AI-powered messaging – Design a new set of messaging components and UI patterns that enable Ada’s AI Agent to deliver services in new contexts and user experiences. Rethink how AI-driven messaging is presented to both customers and businesses, moving beyond the traditional frame of chat interfaces.
• Revamp Ada’s messaging SDKs for scale and performance – Oversee the renewal of Ada’s web and mobile SDKs, ensuring they are high-performing, easy to integrate, and optimized for generative AI interactions.
• Ensure messaging is scalable, secure, and enterprise-ready – Define and prioritize investments in messaging infrastructure, ensuring Ada’s AI Agent performs reliably across high-traffic, high-complexity environments.
• Collaborate directly with customers and internal teams – Run discovery with developers, CX leaders, and end users, gathering insights, testing new messaging patterns, and iterating quickly to refine the experience and drive adoption.

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.
• 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 have a deep understanding of API design and SDK development, ensuring Ada’s messaging SDKs are intuitive, powerful, and easy to integrate. You collaborate closely with engineers to architect scalable, well-documented APIs, focusing on developer experience, usability, and long-term maintainability.
• 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.

The expected salary range for this position is $121,000 to $180,000. 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.

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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