AI Self-Service Program Manager

Bullhorn; Massachusetts; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Target bonus

Comprehensive benefits

Job summary

Bullhorn is seeking a builder to own Sophia, our customer-facing self-service AI agent (Salesforce Agentforce), driving deflection while maintaining exceptional customer experience. You will design prompts, test in sandbox, and monitor performance with a focus on accuracy and safety.

The role requires hands-on AI configuration, data-driven improvements, and collaboration across Support Operations, CX Data & Analytics, Enablement, and vendor teams.

Qualifications

• 4+ years in support ops, CX, conversational/AI design, or self-service/deflection at a SaaS or tech company.
• Hands-on experience configuring, deploying, and tuning conversational AI agents in production (Agentforce strongly preferred).
• Prompt engineering experience: designing, testing, and iterating prompts to improve accuracy and behavior.
• Proven case deflection results using self-service AI tooling with data-driven optimization.
• Salesforce Service Cloud and Experience Cloud experience.
• Strong analytical skills with dashboards/scorecards and data-driven recommendations.
• Excellent written communication and ability to provide executive-level summaries.
• Ability to operate as an individual contributor while influencing across functions.

Responsibilities

• Own Sophia, Bullhorn's customer-facing self-service AI agent, including configuration, prompting, performance, and guardrails.
• Design, test, and iterate prompts and instructions in sandbox before production releases.
• Monitor transcripts, track accuracy, drift, and regressions, and respond to issues.
• Establish guardrails and human-in-the-loop policies with rollback plans for changes.
• Connect internal self-service with Bullhorn's AI knowledge initiatives and report on performance.
• Collaborate with Support Operations, CX Data & Analytics, Enablement, and platform/vendor teams; provide executive updates.

Skills

AI design

Prompt engineering

Salesforce Agentforce

Analytics & dashboards

Executive summaries

Cross-functional influence

Self-service optimization

Tools

Agentforce

Salesforce Service Cloud

Salesforce Experience Cloud

Snowflake

Tableau

Salesforce reports

Job description

Bullhorn is seeking a builder to own Sophia, our customer-facing self-service AI agent (Salesforce Agentforce), driving deflection while maintaining exceptional customer experience. You will design prompts, test in sandbox, and monitor performance with a focus on accuracy and safety.

The role requires hands-on AI configuration, data-driven improvements, and collaboration across Support Operations, CX Data & Analytics, Enablement, and vendor teams.