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Engineering Manager

Remote - Canada

About Us

Ada is an AI customer experience platform that harnesses the world's most powerful large language models to make customer service extraordinary for everyone. We’re driven to set the new standard for customer service at scale, enabling Enterprise companies to deliver experiences that are instant, proactive, personalized, and effortless. 

Our team is pushing the frontier of AI Agent development, measurement, and management to power quality service experiences that respect everyone’s most valuable asset, time. Giving both customers, and customer service professionals, more quality time back for life’s big & small moments.

Since 2016, Ada is a proudly Canadian company that has powered over 5 billion interactions—automating up to 83% of all customer inquiries—for leading brands like Square, YETI, Canva, and Monday.com saving millions of hours of human effort for people all over the world. 

Backed with over $250M in funding from tier-1 investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in applied AI 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.

Engineering at Ada

Everyone at Ada is an “Ada Owner”, this refers not just to the fact that you share in the equity, but also the expectation we have of you, and the agency you are given, to influence and shape our technical roadmap. True to our value of “Always Be Improving”, we are a team of folks who have the drive to grow themselves, and others around them, resulting in a challenging, but fulfilling environment.  

With AI and LLMs central to our business, staying proficient and evolving alongside advancements in this field is crucial for success. 

The Role

As an Engineering Manager overseeing our Email and Messaging SDKs teams, you will lead a group of 8-10 talented engineers in collaboration with internal and external stakeholders, product managers, and designers to execute Ada’s ambitious roadmap. 

You’ll play a pivotal role in fostering a high-performing team, enabling customers to deploy Ada on Email, where our AI agent delivers a seamless, human-like user experience. On the Messaging SDKs team, you’ll empower customers with modern, reliable Web and Mobile SDKs, enabling fast, high-quality generative conversations that drive increased engagement and conversation volumes.

About You

  • Excited to work with APIs, SDKs and integration challenges around scalability and maintainability 
  • Possess a strong product engineering mindset and a strong sense of prioritization and striking the right balance between delivery speed and high technical quality
  • Adopt a coaching mindset and feel a sense of pride, satisfaction, and gratitude when you’ve been a part of helping others grow and improve
  • Lead with a coaching mindset, taking pride in nurturing growth and development in others.
  • Skilled in recognizing and cultivating talent while holding individuals accountable for their commitments
  • Self-aware, open to feedback, and driven by continuous improvement and a growth mindset.
  • Lead with a data-driven approach but also have the experience and wisdom to trust your intuition
  • Able to clearly and concisely communicate and collaborate with various levels of stakeholders
  • Are customer-obsessed deeply committed to delivering exceptional user experiences.
  • Bonus but not required:
    • Experience managing teams in high-growth startup environments.
    • Expertise in building scalable integration platforms.
    • Strong knowledge of SDKs, APIs, and integration systems.

Outcomes

  • Coaching 
    • Manage and support a team of 8-10 engineers.
    • Conduct regular 1:1s to align on goals, challenges, and feedback.
    • Act as a coach and sponsor, amplifying your team’s voice and celebrating successes.
    • Foster a collaborative and high-performing team culture, ensuring individual and team growth.
  • Planning and Execution 
    • Collaborate with Product Management and stakeholders to define and prioritize roadmaps.
    • Support the team in prioritizing, planning, and managing upcoming work items
    • Identify and communicate risks with stakeholders early
    • Proactively identify and mitigate risks while ensuring timely delivery of high-quality outcomes.
    • Champion observability, data-driven decision-making, and a culture of continuous improvement.
    • Conduct Root Cause Analyses to address technology or process inefficiencies.
    • Ensure that high priority bugs are being addressed in a timely manner
    • Identify inefficiencies in the team's development process and resolve them, or escalate them
    • Be supportive to stakeholders outside Engineering upon inquiries
  • Hiring
    • Understand the staffing needs of the team and ensure it is set up for success
    • Identify and recruit top talent, ensuring a fair and inclusive hiring process.
    • Help improve the hiring process and remove systemic bias
  • Strategy
    • Evolve Ada’s engineering organization by improving processes and addressing competency gaps.
    • Partner with cross-functional teams (Product, Design, etc.) to form a high-performing trifecta.
    • Balance delivery of immediate goals with long-term technical and organizational strategies.

The expected salary range for this position is $170,000 - $205,000. 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.

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 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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