Self-Service AI Program Manager — Sophia Lead

Bullhorn, Inc.; United States; On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with match

Unlimited Planned PTO

Learning & Development

Volunteer days

Mentor program

Job summary

Bullhorn, Inc. is seeking a builder of AI-powered customer self-service who will own Sophia, Bullhorn Support's self-service AI agent built on Salesforce Agentforce, and drive measurable deflection while preserving stellar CX.

You'll tune the agent, establish guardrails, and create cadence for measure-and-improve at scale. The role focuses on configuration and governance, not writing production code, collaborating with Support Operations, CX Data & Analytics, Enablement, and vendor contacts to

Qualifications

• 4+ years in support operations, customer experience, conversational/AI design, or a self-service/deflection role at a SaaS or technology company.
• 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

• 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.

Skills

Agentforce

Salesforce Service Cloud

Salesforce Experience Cloud

Prompt engineering

AI support

Analytics & dashboards

Tools

Agent Script

Snowflake

Tableau

Job description

Bullhorn, Inc. is seeking a builder of AI-powered customer self-service who will own Sophia, Bullhorn Support's self-service AI agent built on Salesforce Agentforce, and drive measurable deflection while preserving stellar CX.

You'll tune the agent, establish guardrails, and create cadence for measure-and-improve at scale. The role focuses on configuration and governance, not writing production code, collaborating with Support Operations, CX Data & Analytics, Enablement, and vendor contacts to