Self-Service AI Program Manager: Deflect & Delight

Bullhorn, Inc.; Massachusetts; Hybrid; USD 128,000 - 173,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Unlimited PTO

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Conversational AI design

Agentforce

Prompt engineering

Self-service/deflection

Salesforce Service Cloud

Experience Cloud

Data dashboards

Tools

Agentforce

Salesforce Service Cloud

Experience Cloud

JSON

Flow

Job description

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.