Program Director, Knowledge & QA
$125,000–$150,000 year
Remote · United States
Job Summary
Lead the end-to-end design, governance, and continuous improvement of Bullhorn's Knowledge-Centered Service (KCS) and Global Support Quality Assurance (QA) programs. Own cross-functional collaboration to integrate KCS with AI-assisted support tooling, define scoring rubrics and calibration cadences, manage analytics and trend reporting (CSAT, TTR, FRT, case deflection), and drive adoption across product areas and global regions. Role requires strong analytical skills, experience building scorecards, and the ability to operate as an individual contributor while influencing multiple stakeholders. Bonus points for global team experience and familiarity with Salesforce Knowledge, KnowBull, and AI deflection programs.
Required 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
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