Director, Professional Services

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 loveinstant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partnercombining 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 conversationsand countingare 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.

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 ROIat positive gross margins.

About You :

• 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

Outcomes :

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 :

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.