At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
 
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx

As the Technical Program Manager for the Solutions team you will own the delivery  of Ada’s Marketplace of Integrations. By building strong, extensible integrations on Ada's platform APIs, you will be responsible for increasing the adoption of Ada’s products and applications across our new & existing customer bases. The team you will be working in will consist of a high-powered team of Solution Architects, full-stack Solutions Engineers. And you will be the key collaborator with stakeholders from cross-functional teams (including Engineering, Sales, CX and Partnerships), while also collaborating with external customers, partners and developers. 

You must be a driver,  who thrives in a fast-paced environment.  You must not be afraid to ask 'why' repeatedly, while being skilled at using data and intuition to formulate decisions. You must be dedicated to delivering high-quality work while setting clear priorities for the team around you.  Your input will directly impact software development, product features and ensuring the Solutions team is meeting delivery commitments for our customers and partners.

About You

  • 3+ Years of experience in a similar role within the tech space
  • A deep interest in solving customer problems. You can think in terms of the big picture, but deliver on the details.
  • High proficiency in project management tools such as Jira (preferred), Trello, Asana, or similar
  • Experience balancing multiple priorities within the SaaS space
  • Able to adapt to constant change and do what it takes to support the team.
  • Have experience building and maintaining relationships with stakeholders at all levels cross functionally (Sales, Product, Customer Experience)
  • Excellent interpersonal skills with the ability to adapt communication skills to their target audience and stakeholders.
  • Exceptional organizational and time management skills, with demonstrated experience in coordinating and managing multiple projects simultaneously.
  • Strong analytical and problem-solving abilities, with a focus on delivering innovative and effective solutions.
  • Self-motivation and proactiveness, with demonstrated creative and problem solving capabilities.

Outcomes

  • Establish the criteria for your project's success.
  • Collaborate with Product Management, Partnerships, Sales, and Customer Experience to  define scope, providing regular status updates, ensuring transparency and effective communication.
  • Building and maintaining relationships with customers and internal stakeholders by defining scope, providing regular status updates, ensuring transparency and effective communication.
  • Be the master of prioritization, handle the validation, and manage the scoping of strategic projects and initiatives for the platform.
  • Timeline and Resource Management: 
    • Managing deliverables - making sure the team delivers on track and ships what have been committed.
    • Resource management - You will provide insight on resource allocation, and suggestions on how to best utilize resources to meet the team’s overall commitments.
  • Risk Management: Identifying and managing program-level risks, including dependencies, resource constraints and addressing potential issues or obstacles that may impact project delivery.
  • Program Documentation: Document internal processes to ensure consistency across deliverables.

Benefits

  • Competitive salary and generous stock option plan
  • Unlimited vacation
  • Wellness account
  • Extended health coverage
  • Dental/optical/travel insurance
  • Life insurance
  • Employee and family assistance plan

Perks

  • Flexible work schedule
  • Remote-first, In-person friendly work environment with WFH budget
  • Paid parental leave for Canadian residents
  • Development opportunities

The expected salary range for this position is $117,000 to $135,000. 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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About Us

Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.

We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.

Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.

Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.

 

 

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