About the roleThe 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.
The right candidate will inherit strong foundational tooling - Salesforce Knowledge, KnowBull (Enterprise Knowledge Search), and a defined QA framework - and will need to diagnose gaps, establish governance, and create the systems and cadences that make these programs durable at scale.
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
This role is a fit for you if you have...- 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
Bonus points for:- 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
The annual base salary range for this position is $125,000 - $150,000. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.
Compensation and Transparency StatementThe posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.
What we offer...- 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
