Senior Program Manager, Customer Experience

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

Senior 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 the Senior Program Manager, Customer Experience, you will own how customer experience scales across automation, tooling, and measurement. This role is responsible for defining the systems, metrics, and strategy that shape how customers interact with Kikoff—and how efficiently we support them.

This role directly influences company-level decisions around how customers access support, where to invest in experience improvements, and how to balance customer satisfaction, cost, and risk.

Role & responsibilities

AI Automation & CX Systems

• Own chatbot and AI automation strategy (coverage, containment, escalation quality)
• Expand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows
• Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales
• Lead development of internal tools that significantly improve team efficiency and quality
  

CX Strategy, Measurement & Decision-Making

• Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume
• Build dashboards and establish consistent measurement frameworks across CX
• Own and drive decisions on key CX levers using ROI frameworks
• Analyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)

CX Gap Identification & Execution

• Own cross‑functional CX issues:
• Complex trade‑offs in onboarding, payments, and other core areas
• Dead‑end experiences where users fail silently
• Root causes of complaints and regulatory risk
• Drive cross‑functional initiatives to resolve these issues and improve end‑to‑end customer experience

Team & Cross‑functional Leadership

• Hire, manage, and develop CX Strategy Associates
• Partner x‑functionally to improve efficiency and influence roadmap decisions
• Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights

Expertise & experience required

• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
• 2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals
• Proven experience owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience owning or influencing cost, efficiency, or volume‑related metrics
• Experience leading complex, cross‑functional initiatives

Nice to have:

• Experience with AI/chatbot platforms and automation systems
• Deep familiarity with CX tooling (Zendesk or similar)
• Experience in high‑growth consumer companies
• Experience improving efficiency metrics (deflection, cost per contact, etc.)

Base Range

$175,000 - $200,000 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.