Senior Program Manager leading large - scale technical programs for Fluxon, a full - cycle software product development partner. Aligning engineering, product, design, clients, and executives to deliver complex initiatives.
About the role
- Program Manager owning Sophia, Bullhorn’s Salesforce Agentforce customer-support AI agent. Driving case deflection, prompt optimization, governance, monitoring, and performance reporting.
Responsibilities
- 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
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