Bullhorn, Inc.

Lead and improve Bullhorn's Knowledge-Centered Service and Global Support Quality Assurance programs. | 5+ years in knowledge management, support operations, or QA in SaaS or technology with experience owning KCS and QA programs. | 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. 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 Statement The 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 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. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit www.bullhorn.com.

Manage and maintain enterprise datacenter infrastructure, including servers, storage, and network devices, ensuring uptime and leading infrastructure projects. | 7+ years experience in datacenter hardware and systems administration with strong Linux and Windows skills, SAN/NAS expertise, and project leadership. | 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 We are looking for an Infrastructure Engineer II with deep hands-on experience in enterprise datacenter operations, server and storage administration, and physical infrastructure management. This is a mid-level contributor role within Bullhorn's Technical Operations team, responsible for owning complex infrastructure domains across our global on-premises datacenters and hybrid cloud connectivity in a supporting capacity. A typical day might include... Datacenter & Infrastructure Operations Maintain Bullhorn's standard SLA for infrastructure and system uptime at 99.95%+, proactively identifying risks and driving mitigation before they impact production. Serve as an escalation point for hardware failure and infrastructure incidents, resolving complex issues beyond L1 scope and developing repeatable diagnostic approaches for the team. Manage critical production incidents independently, coordinating cross-functional response across engineering, operations, and vendor stakeholders where required. Oversee datacenter inventory strategy and spares depot management, ensuring readiness for rapid hardware replacement across global sites. Ensure datacenter facilities are maintained to a high standard, with all scheduled maintenance planned and executed in a timely manner. Technical Operations Administer Linux (RHEL/CentOS, Debian) and Windows Server environments across large, distributed datacenter infrastructure. Manage enterprise SAN and NAS platforms (iSCSI, FCP, CIFS, NFS), including capacity planning, performance tuning, and storage array lifecycle management. Administer server hardware platforms, chassis management systems, and hypervisor environments at datacenter scale. Independently lead infrastructure maintenances to maintain uptime SLA's inline with change management maintenance windows. Maintain Infrastructure Asset Management systems with accurate, forward-looking records of hardware assets across all global sites. Apply monitoring and observability tooling to maintain unified visibility across on-premises and hybrid infrastructure environments. Project Management & Collaboration Independently lead medium-to-large datacenter infrastructure projects from scoping through delivery, managing timelines, resources, and stakeholder communications. Maintain vendor relationships for enterprise hardware and services, including turn-up coordination, maintenance planning, escalated troubleshooting, and RMA processes. Produce high-quality technical documentation including architecture diagrams, runbooks, testing plans, and project plans. Identify and champion continual improvement initiatives, developing business cases for operational efficiency gains and driving them through to implementation. Mentor Junior team members, sharing technical knowledge and elevating the team's overall diagnostic and operational capability. Participate in on-call responsibilities on a rotating basis. This job might be a fit if... You have 7+ years of hardware administration, systems troubleshooting, and infrastructure engineering experience in a datacenter environment. You have a Bachelor's Degree or equivalent experience required. You have advanced proficiency in Linux (RHEL/CentOS, Debian) and Windows Server administration. You have a deep expertise in SAN and NAS technologies (iSCSI, FCP, CIFS, NFS) and enterprise storage array management. You have a strong understanding of TCP/IP networking and administration of enterprise network devices across datacenter fabrics. You have proven experience with server hardware platforms, chassis management, and hypervisor administration at datacenter scale. You have working knowledge of public cloud infrastructure (AWS, Azure, GCP) and hybrid connectivity in support of on-premises environments. You have proven experience leading infrastructure projects and maintaining vendor relationships independently. You have experience in a SaaS and/or high-volume production datacenter environment, strongly preferred. You are ok with traveling to data centers up to 1 or 2 weeks in a row, as frequently as 1x per quarter. You are comfortable with a work week, preferably from Friday to Tuesday (Wednesday/Thursday off). This is strongly preferred. You have a CCNA, or CompTIA Network+ certification, strongly preferred You have ITIL and SOC experience strongly preferred The annual base salary range for this position is $80,969 - $106,272. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package. Compensation and Transparency Statement The 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 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. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit www.bullhorn.com.