Head of AI Self-Service & Support Automation

Bullhorn; Milton (MA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision, 401(k), 401(k

Match, and more

Global Mental Health Support

Job summary

Bullhorn is seeking an experienced AI/Support Operations professional to own Sophia, Bullhorn's customer-facing self-service AI agent built on Salesforce Agentforce. You will configure, prompt, monitor performance, and maintain guardrails to drive measurable case deflection while delivering an excellent customer experience.

You will design prompts, test in sandbox, coordinate with Support Operations, CX Analytics, Enablement, and platform teams, and help scale AI across US and EMEA time zones,

Qualifications

• 4+ years in support operations, CX, 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.

Responsibilities

• Own Sophia's end-to-end configuration, prompting, performance, and guardrails.
• Design, test, and iterate prompts that drive agent behavior.
• Monitor production transcripts, track accuracy and drift, and catch regressions.
• Implement guardrails and human-in-the-loop policies, with rollback plans for changes.
• Coordinate with Support Operations, CX Data & Analytics, Enablement, and platform/vendor teams; provide executive-level updates on self-service performance.

Skills

Agentforce

Salesforce Service Cloud

Prompt engineering

AI support design

Case deflection

Analytics & dashboards

Executive communication

Cross-functional influence

Change management

Individual contributor

Education

Salesforce Administrator certification

Agentforce Specialist certification

Tools

Snowflake

Tableau

Salesforce reports

Job description

Bullhorn is seeking an experienced AI/Support Operations professional to own Sophia, Bullhorn's customer-facing self-service AI agent built on Salesforce Agentforce. You will configure, prompt, monitor performance, and maintain guardrails to drive measurable case deflection while delivering an excellent customer experience.

You will design prompts, test in sandbox, coordinate with Support Operations, CX Analytics, Enablement, and platform teams, and help scale AI across US and EMEA time zones,