Job Description

Role Description

The Program Director, Knowledge & QA is a new, high-visibility individual contributor role that will own the design, execution, and continuous improvement of Bullhorn's Knowledge-Centered Service (KCS) program and Global Support Quality Assurance (QA) program. Reporting directly to the SVP of Global Support, this person sits at the intersection of knowledge management, quality, and operational excellence.

A typical day will include:

• KCS Program Ownership
  • Own the end-to-end KCS program: strategy, governance, adoption metrics, and continuous improvement
  • Establish and oversee the Knowledge Domain Expert (KDE) program across product areas and global regions
  • Design and manage a KCS coaching program for analysts at all tiers, driving adoption through skill-building and participation tracking
  • Own the Process Alignment Review (PAR) framework — defining standards, cadence, and scoring criteria
  • Partner with the KnowBull team to ensure alignment between KCS articles, AI search, and external documentation
• QA Program Ownership
  • Own the Global Support QA program end-to-end: rubric design, scoring methodology, calibration cadence, and reporting
  • Build and manage a consistent QA review cadence with representative sampling across teams, regions, and tiers
  • Establish a global QA calibration process with leaders across Americas, EMEA, and APAC
  • Partner with Support Operations on the transition to Snowflake-based QA infrastructure
• Cross-Functional Partnership
  • Track and connect KCS and QA metrics to broader CX KPIs — CSAT, TTR, FRT, and case deflection
  • Partner with the Sophia/AI deflection team to ensure knowledge quality supports AI-assisted resolution accuracy
  • Provide regular program updates and trend analysis to the SVP of Global Support

Qualifications

• 5+ years in knowledge management, support operations, or QA within a SaaS or technology organization
• Demonstrated ownership of a KCS program
• Experience designing and running a QA program in a technical support environment, including rubric development and calibration
• KCS v6 Practices certification or equivalent hands-on program experience
• Strong analytical skills; comfortable building scorecards and translating metrics into operational recommendations
• Proven ability to operate as an individual contributor while influencing across functions

Requirements

• Experience supporting a global team across Americas, EMEA, and/or APAC
• Familiarity with Salesforce Service Cloud, particularly Salesforce Knowledge
• Experience with AI-assisted support tools or deflection programs
• Background in staffing, HR tech, or enterprise SaaS

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

Job Tags

Similar Jobs