Program Director, Knowledge & QA

Bullhorn

Program Director responsible for KCS and Global Support QA program. Driving knowledge management strategies and quality assurance processes in a fast-paced technology environment.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesLead💰 $125,000 - $150,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KCS program ownershipQA program designrubric developmentcalibration methodologymetrics analysisscorecard buildingadoption metrics trackingcontinuous improvementprocess alignment reviewknowledge management

Soft Skills

analytical skillsinfluencing across functionsskill-buildingparticipation trackingprogram managementtrend analysiscommunicationcollaborationleadershipindividual contributor

Tools & Technologies

SnowflakeQA infrastructureCX KPIsCSATTTRFRTcase deflectionsupport operationsKDE programglobal support

Certifications & Qualifications

KCS v6 Practices certification

Industry Keywords

SaaStechnology organizationsupport operationsknowledge domain expertQA review cadenceprogram updatesgovernancescoring criteriaadoptionmetrics

About the role

Key responsibilities & impact

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
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
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
Provide regular program updates and trend analysis to the SVP of Global Support

Requirements

What you’ll need

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

Benefits

Comp & perks

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