Senior Product Designer - Performance Team

About Us

Ada is an AI customer service company with the mission to make customer service extraordinary for everyone. We strive to set a new standard for 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 and keep them ahead of the curve. With Ada, 83% of customer conversations are effortlessly resolved through automation, freeing up teams, providing companies with more resources for growth, and allowing customers more time for what matters most.

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 by 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 believe that as businesses scale, customer service should feel more personal—not less. Our AI-native platform helps companies automate high-quality conversations across every channel, turning support into a driver of growth. We see growth as a reflection of each individual owner’s personal growth, and 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.

Position Overview

We are looking for a Senior Product Designer to join the Performance Team, the stewards of Ada’s reasoning engine. This is the system that determines how Ada problem-solves, responds, and continuously improves. It is not a single feature or model, but the intelligence behind every interaction.

In this role, you will design the frameworks and experiences that make Ada’s reasoning not only effective, but observable, improvable, and deeply human-centered. You’ll think beyond pixels, mapping how systems behave, how confidence is conveyed, how AI learns from real interactions, and how trust is built over time. Your work will shape both how our AI operates and how people experience that intelligence, across every modality and moment.

Responsibilities

• Design Ada’s thinking patterns: Work on the systems that govern decision-making and resolution across conversations, ensuring Ada delivers high-quality support that feels intuitive and complete.
• Architect feedback loops: Build mechanisms that allow Ada to learn from user signals, agent input, and conversation outcomes – improving over time across modalities like chat, voice, and email.
• Surface meaningful performance signals: Help users understand why Ada made a choice, how well it worked, and what’s improving – without overwhelming them with data or internals.
• Partner across teams: Collaborate with designers, PMs, engineers, and ML scientists working on Ada’s different surfaces to ensure improvements to the reasoning engine are cohesive, consistent, and multi-channel (voice, chat, email) by default.
• Bring abstract systems to life: Translate fuzzy problems into structured experience flows, conceptual models, and polished interactions – always grounded in user understanding and system behavior.

Requirements

• 5+ years of product design experience, including shipping complex or systems-level work in a product environment.
• A systems thinker with a strong interaction design foundation – You’re excited by the challenge of designing how something works, not just how it looks.
• Comfortable with ambiguity and complexity – You know how to break down abstract problems, explore multiple paths, and make thoughtful tradeoffs.
• Deeply user-centered – You advocate for clarity, trust, and empowerment in how users interact with AI.

Application Instructions

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Company Information

• Company: Ada
• Industry: AI Customer Service
• Founded: 2016
• Funding: Over $250M from tier-one investors
• Website: www.ada.cx