Engineering Manager, Extensibility

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.

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 Ada’s Extensibility and Collaboration teams, you will lead a group of 8–10 talented engineers who build the foundation that makes Ada truly extensible. Your teams enable customers and partners to connect Ada seamlessly into their ecosystems through our Platform APIs and developer frameworks empowering AI Agents to deliver world-class experiences at scale.

You’ll collaborate with product, design, and partner teams to deliver features that expand Ada’s ecosystem, while fostering a high-performing engineering culture built on accountability, growth, and continuous improvement.

About You

• Excited by the challenges of building APIs, SDKs, and integration frameworks that scale across diverse enterprise environments.
• Have a strong platform engineering and developer-experience mindset, balancing delivery speed with long-term maintainability.
• Thrive on enabling developers and AI coding agents to be productive through great documentation, tooling, and well-structured examples.
• Lead with a coaching and growth mindset, taking pride in helping others develop their skills while holding teams accountable for outcomes.
• Adapt at fostering collaboration across internal teams and with external partners to validate new integration patterns and extensibility needs.
• A strong communicator, capable of aligning technical and non-technical stakeholders.

Outcomes

• Coaching 
• Manage and support a team of 6-10 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.

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.