Program Manager, AI Agent – Support Automation

Job 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