Director, Professional Services

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 , 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.

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We're looking for a hands-on, technical leader to build, scale, and inspire Ada's Services organization. You'll own the full services P&L, hire and level-up a growing bench of AI Implementation Consultants and Delivery/Engagement Managers, and ensure every client launch drives measurable ROI—at positive gross margins.

• Build & scale the team – Recruit, onboard, coach, and retain top-tier PS talent; establish career paths and mentoring programs.
• Drive profitable delivery – Design repeatable implementation playbooks, utilization models, and forecasting processes that hit revenue and margin targets.
• Own services sales strategy – Partner with Sales & Solutions teams on scoping, packaging, and pricing; guide deal strategy to maximize attach-rate and expansion.
• Act as executive sponsor – Step in on complex AI deployments to unblock issues, align C-suite stakeholders, and guarantee successful outcomes.
• Enable partner ecosystem – Certify and manage external consultancies so they operate as an extension of Ada, increasing capacity without sacrificing quality.
• Champion technical excellence – Roll up your sleeves to design LLM-powered agent flows, API integrations, and data pipelines alongside Product & Engineering.
• Measure what matters – Set and monitor KPIs (PS margin, utilization, CSAT/NPS, time-to-value, partner revenue) and continuously optimize.
• Feedback loop to Product – Surface implementation insights that influence roadmap, tooling, and serviceability improvements.

• 10+ years' experience in Professional Services or technical delivery roles within high-growth SaaS; 5+ years leading multi-disciplinary PS teams.
• Demonstrated success running a P&L-positive PS organization (utilization, margin, attach-rate).
• Former developer, architect, or hands-on implementation leader with deep knowledge of APIs, data flows, and AI/ML solution design.
• Track record building scalable delivery frameworks and tooling in ambiguous, fast-moving environments.
• Expert at translating complex technical topics for executive, product, and engineering audiences.
• Proven ability to sell services - from pre-sales scoping through SOW negotiation and expansion.
• Experience enabling or managing partner/consulting ecosystems.
• Passion for mentoring, inclusive leadership, and cultivating high-performance cultures.
• Ability to travel 10-15% for key client and team engagements

#LI-NS1

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:

• 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.

• 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.