[Hiring] Program Manager, AI Agent & Support Automation @Bullhorn

Role Description

This is a builder role at the intersection of AI, customer experience, and operational excellence. You'll be the single accountable owner of Sophia, Bullhorn Support's customer-facing self-service AI agent (built on Salesforce Agentforce), driving measurable case deflection while keeping the customer experience excellent.

You'll inherit strong foundational tooling but will need to:

• Diagnose gaps
• Tune the agent
• Establish guardrails and governance
• Build the measure-and-improve cadences that make self-service durable at scale

This role owns and tunes the system; it doesn't require building it from scratch or writing production code.

What You'll Own

• End-to-end ownership of Sophia: configuration, prompting, performance, and success, including subagents, topics, actions, routing, escalation-to-case, and guardrails.
• Designing, testing, and iterating the prompts and instructions that drive the agent's behavior, tone, and accuracy, validated in sandbox with regression testing before every production release.
• Case deflection and containment targets: defining them, driving them, and reporting on them, while protecting CSAT.
• Production monitoring and QA: reviewing transcripts, tracking accuracy and drift, and catching regressions early.
• Guardrails, human-in-the-loop policies, and responsible-AI practices, with a rollback plan for every change.
• Connecting internal and external self-service, and representing Support's needs into Bullhorn's internal AI knowledge initiative.
• Partnering across Support Operations, CX Data & Analytics, Enablement, and platform/vendor contacts, and providing executive-level updates on self-service performance.

Qualifications

• 4+ years in support operations, customer experience, conversational/AI design, or a self-service/deflection role at a SaaS or technology company, including hands-on ownership of a self-service or AI support capability.
• Hands-on experience configuring, deploying, and tuning conversational AI agents in production (Agentforce strongly preferred), including Agent Script.
• Prompt engineering experience: designing, testing, and iterating prompts to improve accuracy and behavior.
• Proven case deflection results using self-service AI tooling, with the ability to use data and conversation analysis to evolve self-service over time.
• Salesforce Service Cloud (case management) and Experience Cloud (customer portal) experience.
• Strong analytical skills, comfortable building dashboards/scorecards and translating metrics into recommendations.
• Excellent written communication, including executive-level summaries.
• Ability to operate as an individual contributor while influencing across functions, with product/project and change management experience.

Nice to Have

• Salesforce Administrator and/or Agentforce Specialist certification.
• Low-code/scripting ability (Flow, APIs, JSON); builders and "vibe coders" welcome, production code not required.
• Familiarity with KCS/knowledge management and how article quality affects AI deflection.
• Experience with other AI-assisted support tools and BI/data-visualization tools (e.g., Snowflake, Tableau, Salesforce reports).
• Background in staffing, HR tech, or enterprise SaaS, and experience supporting global teams across US and EMEA time zones.

Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support.
• On-Demand Learning & Development.
• Quarterly paid volunteer days.
• Lucrative Employee Referral Program (eligible for prior to your first day).
• Company-wide mentor program.