Senior CX Program Manager - AI Automation & Strategy

Kikoff; San Francisco (CA); Hybrid; USD 175,000 - 200,000; Full time

Job summary

Kikoff is seeking a Senior Program Manager, Customer Experience to own how CX scales via automation, tooling, and measurement. You will define systems, metrics, and strategies that shape customer interactions and support efficiency.

The role influences decisions on where to invest in experience improvements while balancing customer satisfaction and cost. In this hybrid role based in San Francisco, you will work with cross-functional teams to improve end-to-end customer experience and own CX

Qualifications

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles.
• 2+ years of direct people management experience.
• Proven experience owning tooling, systems, or automation in a CX or operations context.
• Strong analytical foundation with data-driven decision-making.
• Experience leading complex, cross-functional initiatives.

Responsibilities

• Own AI automation strategy and CX systems architecture.
• Define and monitor core CX metrics and dashboards across channels.
• Drive cross-functional CX initiatives to resolve onboarding, payments and related issues.
• Lead and develop CX Strategy Associates and influence roadmap decisions.
• Guide leadership on CX systems with data-driven insights.

Skills

CX Strategy

People Management

Data Analytics

Cross-functional Leadership

Automation Tools

Tools

Zendesk

AI platforms

Job description

Kikoff is seeking a Senior Program Manager, Customer Experience to own how CX scales via automation, tooling, and measurement. You will define systems, metrics, and strategies that shape customer interactions and support efficiency.

The role influences decisions on where to invest in experience improvements while balancing customer satisfaction and cost. In this hybrid role based in San Francisco, you will work with cross-functional teams to improve end-to-end customer experience and own CX