Program Manager, AI Agent & Support Automation

Bullhorn, Inc.; Massachusetts; Ibrido; USD 128.000 - 173.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Unlimited PTO

Descrizione del lavoro

Bullhorn, Inc. is seeking an experienced AI/Support Operations professional to own Sophia, Bullhorn Support's self-service AI agent. You will configure, tune prompts, and manage performance, with focus on metrics like deflection and CSAT.

You will coordinate with CX Data, Enablement, and platform vendors while maintaining governance and rollback plans. The role emphasizes hands-on AI tooling, governance, and cross-functional collaboration in a fast-paced SaaS environment.

Competenze

• 4+ years in support operations, CX, or AI/self-service at a SaaS/tech company.
• Hands-on configuring, deploying, tuning conversational AI agents (Agentforce preferred).
• Prompt engineering to improve accuracy and behavior.
• Proven case deflection results using self-service AI tooling and data analysis.
• Experience with Salesforce Service Cloud and Experience Cloud.
• Strong analytical skills, dashboard/scorecard creation, data-driven recommendations.
• Excellent written communication, including executive summaries.

Mansioni

• Own Sophia: configuration, prompts, performance, and success across subagents and routing.
• Design, test, and iterate agent prompts and instructions with sandbox regression tests.
• Define and drive case deflection targets while protecting CSAT.
• Monitor production transcripts, track accuracy and drift, catch regressions early.
• Implement guardrails and responsible-AI governance with rollback plans.
• Link internal and external self-service to Bullhorn's AI knowledge initiative and partners.
• Provide executive-level updates on self-service performance across teams.

Conoscenze

Conversational AI design

Agentforce

Prompt engineering

Self-service/deflection

Salesforce Service Cloud

Experience Cloud

Data dashboards

Strumenti

Agentforce

Salesforce Service Cloud

Experience Cloud

JSON

Flow

Descrizione del lavoro

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers.

The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated.

We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them.

With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability.

Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

ABOUT THE ROLE

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, and 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.

WHAT YOU BRING

• 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.

The annual base salary range for this position is $150,000. In addition, this role is eligible for a target bonus & a comprehensive benefits package

Compensation and Transparency Statement

The posted range represents the good‑faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What we offer...

• 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

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. We are a people‑first culture where everyone’s contribution is valued and respected. We're looking for smart, forward‑thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast‑paced and agile environment, we'd love to have you join us. For the past 25 years, Bullhorn has dedicated itself to building industry‑leading, cloud‑based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder‑led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit www.bullhorn.com.