Program Manager, AI Agent & Support Automation

About the role

Bullhorn's core purpose is to create an incredible customer experience, with a sharp focus on delivering high-quality products and services. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human, guiding employee interactions and fostering a fast-paced, dynamic environment where hard work and outstanding results are rewarded. Bullhorn values continuous learning, provides ample career development opportunities, promotes from within, and emphasizes emotionally intelligent, accountable leadership that collaborates to achieve shared goals. This builder role sits at the intersection of AI, customer experience, and operational excellence. You will 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 will 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.

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.

Requirements

• 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.

Benefits

• Medical, Dental, Vision
• 401(k) and 401(k) Match
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On‑Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible prior to first day)
• Company‑wide mentor program

Pay

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

The posted range represents the good‑faith estimate of what we expect to pay for this role at the time of this posting. Actual pay within the range will be based on factors such as experience, skills, qualifications, geographic location, internal equity, and business or organizational needs.