Director, Professional Services

October 2

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

👔 Director

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Ada

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SaaS • Artificial Intelligence

Ada is a company that specializes in providing an AI-powered platform for automating customer service across multiple channels, including web, SMS, phone, email, and social media. Their product, Ada's AI Agent, helps businesses manage and optimize customer interactions without requiring coding skills. Ada offers solutions tailored to industries such as eCommerce, FinTech, SaaS, and Gaming. With a focus on AI-driven customer service, Ada's platform supports critical business systems, allowing enterprises to improve operational efficiency, reduce costs, and enhance customer experiences. Their technology is designed to integrate seamlessly into existing customer service setups while ensuring security and compliance with standards like HIPAA and GDPR.

201 - 500 employees

Founded 2016

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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. • 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.