Associate Program Manager, Customer Experience

Kikoff; San Francisco (CA); Hybrid; USD 132,000 - 155,000; Full time

Job summary

Kikoff in San Francisco is seeking an Associate Program Manager, CX, to shape how millions of customers experience our platform, turning insights into scalable systems and measurable improvements. You will identify high-impact gaps, drive AI automation, CX tooling, and measurement initiatives, and partner with Product, Engineering, and Operations to fix root causes.

This is a high-ownership, cross-functional role focused on execution, system building, and data-driven decision making, with a

Qualifications

• 2–4 years experience in CX, Operations, Product Ops, Consulting, or similar roles.
• Hands-on experience with CX tools (Zendesk, chat platforms, CSAT tools).
• Strong analytical and problem-solving skills.
• Ability to operate in ambiguous environments and drive execution.
• Experience working cross-functionally with Product, Engineering, or Operations teams.
• High ownership and bias toward action.

Responsibilities

• AI Automation: Build our AI chatbot strategy (coverage, containment, resolution quality).
• CX Tooling: Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection).
• Measurement & Insights: Build and maintain dashboards to track key CX metrics and initiative impact.
• Cross-functional execution: Partner with Customer Operations, Product, and Data teams to implement solutions.

Skills

Analytical thinking

Cross-functional teamwork

Hands-on CX tools

Ownership & action bias

Problem-solving

Tools

Zendesk

Chat platforms

CSAT tools

SQL

Looker

Job description

Associate Program Manager, Customer Experience

Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

About this role

As an Associate Program Manager, CX, you'll shape how millions of customers experience Kikoff end to end, turning customer insight into the systems and improvements that make every interaction better. You'll pinpoint the highest-impact gaps, decide where AI automation, CX tooling, and measurement will move the needle for customers and the business, and take solutions from idea to completion in order to drive measurable impact.

This isn’t a frontline support role. Our Customer Support team handles tickets, and your job is to build the systems and processes that make their work easier and the customer’s experience better. When part of the product is causing friction, you’ll bring the data, work with Product and Engineering to fix the root cause, and help define how we measure CX, including contact rate, CSAT, and customer risk signals.

This is a high-ownership role with exposure to strategic questions and a primary focus on execution: building systems that scale.

Role & responsibilities

AI Automation

• Build our AI chatbot strategy (coverage, containment, resolution quality)


• Design and implement automation beyond chatbots, including:
  
  
  
  • Agent-assist / \"copilot\" workflows to reduce manual effort and errors
  
  
  • Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
  
  
  
  

CX Tooling

• Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)


• Support development of internal tools that increase agent and team efficiency


• Help standardize tooling and workflows across support channels

Measurement & Insights

• Analyze CX performance across channels (chatbot, support, product journeys)


• Identify friction points not captured in support tickets (e.g., drop-offs, dead ends), and work with the Product team to resolve them


• Build and maintain dashboards to track key CX metrics and initiative impact

Cross-functional execution

• Partner with Customer Operations, Product, and Data teams to implement solutions


• Translate customer insights and data into actionable improvements

Expertise & experience required

• 2–4 years experience in CX, Operations, Product Ops, Consulting, or similar roles, including hands‑on customer experience or support operations work


• Hands‑on experience with CX tools (Zendesk, chat platforms, CSAT tools)


• Strong analytical and problem‑solving skills


• Ability to operate in ambiguous environments and drive execution


• Experience working cross‑functionally with Product, Engineering, or Operations teams


• High ownership and bias toward action

Nice to have:

• Exposure to automation, workflows, or AI-driven tools


• Experience building dashboards or working with data tools (SQL, Looker, etc.)

Base Range

$132,000 - $155,000 USD

Equal Employment Opportunity Statement

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

This is a hybrid position and requires being in the San Francisco, CA office three times a week.