Program Manager, AI Agent – Support Automation

Job not on LinkedIn

🔥 13 hours ago

🏈 North America – Remote

💵 $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 0%

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Bullhorn

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

☁️ SaaS

🎯 Recruiter

💰 Private Equity Round on 2020-09

HR Tech • SaaS • Recruitment

Bullhorn is a leading provider of cloud-based software solutions specifically designed for the staffing and recruitment industry. Headquartered in Boston, Bullhorn offers a comprehensive platform that includes applicant tracking, CRM, and recruitment automation tools. The company focuses on enhancing productivity and efficiency for recruitment agencies by streamlining the recruitment lifecycle, from sourcing candidates to onboarding and invoicing. Bullhorn's offerings are enhanced with AI and analytics to provide actionable insights and improve decision-making processes for staffing firms. With over 20 years of experience and a global presence, Bullhorn is committed to empowering staffing agencies to scale their operations effectively and maintain competitive advantages in the market.

📋 Description

• Own Sophia, Bullhorn Support's customer-facing self-service AI agent built on Salesforce Agentforce • Drive measurable case deflection while maintaining excellent customer experience • Configure, prompt, tune, and manage the agent, including subagents, topics, actions, routing, escalation-to-case, and guardrails • Design, test, and iterate prompts and instructions in sandbox with regression testing before production releases • Define, drive, and report on case deflection and containment targets while protecting CSAT • Monitor production performance and QA by reviewing transcripts, tracking accuracy and drift, and catching regressions • Establish guardrails, human-in-the-loop policies, responsible-AI practices, and rollback plans • Connect internal and external self-service initiatives • Represent Support's needs in Bullhorn's internal AI knowledge initiative • Partner with Support Operations, CX Data & Analytics, Enablement, and platform/vendor contacts • Provide 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 • 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 • Proven case deflection results using self-service AI tooling • Salesforce Service Cloud and Experience Cloud experience • Strong analytical skills and comfort building dashboards/scorecards • Excellent written communication, including executive-level summaries • Ability to operate as an individual contributor while influencing across functions • Product/project and change management experience • Salesforce Administrator and/or Agentforce Specialist certification is nice to have • Low-code/scripting ability with Flow, APIs, or JSON is nice to have • Familiarity with KCS/knowledge management is nice to have • Experience with AI-assisted support tools and BI/data-visualization tools such as Snowflake, Tableau, and Salesforce reports is nice to have • Background in staffing, HR tech, or enterprise SaaS is nice to have • Experience supporting global teams across US and EMEA time zones is nice to have

🏖️ Benefits

• 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 • Target bonus eligibility • Comprehensive benefits package • Fully Remote work arrangement