Program Director, Knowledge & QA

Bullhorn•Remote NOAM - Massachusetts, MA

13d•$125,000 - $150,000•Remote

About The Position

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. About the role 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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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