O pozici
Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.
Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.
Co budeš dělat
- 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 exc
- 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) f
- 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-ba
- 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
Koho hledáme
- 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
Benefity
- 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
