Headquarters: Remote - Canada, USA 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. Learn more at www.ada.cx . The Role We’re looking for a Senior Product Designer to join the Training Team, responsible for the AI Manager experience within Ada’s Dashboard. You’ll help shape how AI Managers train, evaluate, and deploy their company’s AI Agent across channels like chat, voice, and email. Outcomes Streamline the path to value — Design workflows that make it easy to set up and tailor the AI Agent, accelerating the time from launch to meaningful impact. Design how the AI Agent improves over time — Create intuitive ways for customers to identify gaps, test changes, and refine their Agent’s behavior with confidence. Make complex systems feel approachable — Help AI Managers understand what their Agent is doing, why it’s behaving a certain way, and how to guide it—without needing deep AI expertise. Balance structure and flexibility — Build experiences that blend no-code configuration with adaptive AI behavior, giving users power and precision without adding friction. Collaborate directly with customers and internal teams — Run discovery with developers, CX leaders, and end users to gather insights, validate ideas, and iterate quickly. Lead with insight — Translate ambiguous problems into clear flows, conceptual models, and thoughtful interactions that inform strategy and drive decisions. About You 5+ years of product design experience, including end-to-end work on complex, systems-driven products. Strong interaction and visual design skills — You’re precise, thoughtful, and care deeply about both form and function. Systems thinker — You design for how things work, not just how they look, and think in terms of patterns, behaviors, and modularity. Comfortable in ambiguity — You know how to explore the unknown, define problem spaces, and find signals in noise. Customer-obsessed mindset — You relentlessly advocate for the end user, designing for trust, clarity, and control—especially in moments of uncertainty or failure. You seek out real customer signals and let them guide your decisions. Collaborative communicator — You work fluidly with cross-functional teams and know how to bring people along through narrative, visuals, and clear rationale. Outcome-driven — You measure success by the clarity of the experience, the quality of the system, and the impact on the customer. Bonus points if you have: Experience designing for AI/ML-powered systems or reasoning-based experiences A thoughtful perspective on how people and AI can collaborate to solve complex problems We’re a team of curious, focused builders who care about the deep why and always finding ways to improve. If this role excites you—even if your experience doesn’t line up exactly with every requirement—we’d still love to hear from you. #LI-NS1 Benefits & Perks 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: 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. Perks 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