Program Director, Knowledge Management

Job Summary

Owning the design and execution of Bullhorn's Knowledge-Centered Service (KCS) and Global Support Quality Assurance (QA) programs, the full-time Program Director, Knowledge Management will establish governance, drive adoption, and ensure continuous improvement while collaborating cross-functionally to enhance customer experience metrics.

Key responsibilities

• Manage the end-to-end KCS program, including strategy, governance, and adoption metrics
• Oversee the Global Support QA program, focusing on rubric design, calibration cadence, and reporting
• Track KCS and QA metrics to connect with broader customer experience KPIs and provide regular updates to leadership

Required qualifications

• 5+ years of experience in knowledge management, support operations, or QA within a SaaS or technology organization
• Proven ownership of a KCS program and experience in designing a QA program in a technical support environment
• KCS v6 Practices certification or equivalent hands-on program experience
• Strong analytical skills with the ability to build scorecards and translate metrics into operational recommendations
• Demonstrated ability to operate as an individual contributor while influencing across functions