Engagement Manager, Professional Services

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.

Ada’s AI Implementation Consultants handle the hands-on build; you orchestrate the show. As an Engagement Manager (EM) you’ll provide the project-management and client-leadership layer that keeps complex, multi-stakeholder AI implementations on track, in scope, and delighting customers. You’ll own project plans, risk mitigation, executive communication, and internal coordination across PS Consultants, Technical Architects, Product, and Sales.

What You’ll Do

• Project governance from pre-sales through go-live – Partner with Sales to validate scope for new customers, draft SOW timelines, and create implementation plans tailored to each client. 
• Run the day-to-day – Drive status meetings, RAID logs, budget tracking, and project management timelines, to keep projects on time and within scope.
• Client relationship & escalation management – Build trusted-advisor rapport with VP/C-level stakeholders, steer scope changes via formal change orders, and resolve issues before they escalate. 
• Playbook & process innovation – Capture learnings from each engagement to enrich Ada’s ACX Playbook and refine our delivery methodology for future projects.
• Operational hygiene – Own project reporting, timesheets, and post-implementation hand-offs to Customer Success, ensuring seamless transition and measurable ROI for every launch.

What Will Make You Successful

• 5+ years leading enterprise SaaS implementations or large consulting projects, with 3+ years in a formal Project Management or Engagement/Delivery Manager seat.  
• Proven track record juggling 6-8 concurrent projects valued at $500 K+ ARR while meeting timeline and margin targets.  
• Comfortable translating AI/LLM concepts, APIs, and data flows for both technical teams and executive sponsors.
• Certified (or equivalent experience) in Agile or hybrid project-management frameworks; adept with PSA or tools like Monday.com.
• Expert communicator who anticipates risks, drives consensus, and excels at executive-level presentations.
• Passion for coaching, change management, and continuous improvement—always asking “How can we do this better?”  mance cultures.
• Ability to travel 15-20% for key client and team engagements.

The expected salary range for this position is $113,000 to $140,000. 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.

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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.