Program Manager, AI Agent & 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

Role Overview

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. 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 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. 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.

it doesn't require building it from scratch or writing production code.

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.

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.

Responsibilities and 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.

Salesforce Administrator and/or Agentforce Specialist certification.

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.

In addition, this role is eligible for a target bonus & a comprehensive benefits package

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.

Benefits

• Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Global Mental Health Support

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. 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.

If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.