Who you are

• If you’re excited to shape the future of AI-driven customer support, we would love to hear from you
• 5+ years of industry experience as a Data Scientist, Machine Learning Engineer, or similar with shipped work that moved product metrics
• Deep experience applying large language models to customer problems
• Excellent communicator, able to explain experimental results and complex ML concepts to diverse audiences
• You design reliable experiments and datasets that translate to production impact
• Strong software skills in Python, writing clean, production-ready code and documents

What the job involves

• As a Senior ML Scientist at Ada, you will own the quality and reliability of the AI features that power our AI Agent platform for customer support
• You will partner with Product Managers, Engineers, and Designers to frame problems, design experiments, and make evidence-based decisions that improve outcomes for customers and end users
• You will primarily deliver simple and highly reusable evaluation and analysis code, and you will collaborate with engineers to productionize changes
• To be successful, you will develop a deep understanding of Ada’s product and empathize with our users to find the best ways to solve customer problems
• Run rapid, reliable experiments with sound statistical methods, reproducible pipelines, and clear readouts that drive product decisions
• Lead design choices across model selection, retrieval and grounding, prompting, and tool use, framing tradeoffs in quality, safety, cost, and latency
• Reduce critical AI failure modes, for example hallucinations and prompt injection, through targeted testing and red teaming
• Partner with PM, Engineering, and Design to prioritize customer use cases and failure modes, turning insights into changes that improve automated resolutions, CSAT, cost per conversation, and latency
• Coach and mentor peers in the Product Development org in AI feature design, experimentation, and measurement. Provide crisp and actionable feedback to help raise the standard for AI feature quality

Benefits

• Generous stock option plan
• Unlimited vacation
• Wellness account
• Extended health coverage
• Dental/optical/travel insurance
• Life insurance
• Employee and family assistance plan
• Flexible work schedule
• Digital first, fully remote with WFH budget
• In-house social worker
• Paid parental leave for Canadian and U.S. residents
• Development opportunities