Principal Product Manager, Extensibility

Ada; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

A leading AI customer service company is seeking a Principal Product Manager to lead the development of innovative AI-driven experiences. You will drive product strategy, focusing on API and SDK development, and collaborate with teams to enhance integrations. This role offers unlimited vacation, comprehensive benefits, and a flexible work schedule in a remote-first environment.

Benefits

Unlimited Vacation

Comprehensive Benefits

Wellness Account

Flexible Work Schedule

Learning & Development Budget

Work from Home Budget

Qualifications

• At least 5 years in product development, including 2+ years in product management.
• Deep understanding of API design and SDK development.
• Relentless in understanding customer problems.

Responsibilities

• Lead the evolution of Ada’s extensibility platform.
• Accelerate developer productivity with best-in-class documentation.
• Collaborate with teams to meet integration needs.

Skills

Product leadership

API design

Technical fluency

Customer focus

Problem-solving

Job description

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 Principal 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 extensibility platform, defining the strategy and roadmap for APIs, webhooks, and SDKs that empower customers and partners to build tailored, high-impact integrations with Ada.
• Accelerate developer productivity with best-in-class documentation and tooling, focusing on structured examples and clear specifications that enable both developers and AI coding agents to build with speed and confidence.
• Collaborate across teams and with external partners to identify new extensibility needs, validate novel integration patterns (e.g. MCP), and deliver product improvements that meet the diverse demands of enterprise environments.
• Open new integration pathways into and out of Ada, anchoring on high-value use cases while enabling the platform flexibility required to unlock usage patterns we haven’t yet imagined.
• Grow and streamline adoption of the Integration Framework, making it easier for internal teams and third-party developers to build and publish integrations that any customer can install with minimal effort.
• Drive API usage and ecosystem expansion by tracking adoption, improving performance, and partnering with go-to-market teams to deliver extensibility-driven value across Ada’s customer base.

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 API are 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.

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.

We are an equal opportunities employer and welcome applications from all qualified candidates.