Senior Program Manager, Customer Experience

Kikoff
San Francisco
Workplace: OnsiteFull timeUSD 175,000 - 200,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Communication","Analytical thinking","Cross-functional collaboration","Ownership"]

Own how customer experience scales through AI automation, CX tooling, and measurement. Define chatbot and agent-assist/coplilot strategy, evolve the Zendesk/workflows/CSAT ecosystem, and build internal tools that improve efficiency. Establish core CX metrics (contact rate, deflection, cost per contact, CSAT, complaint volume) and dashboards to drive ROI-based decisions. Lead cross-functional initiatives to address onboarding and payments trade-offs and reduce complaints and risk while managing and developing CX Strategy Associates.

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Kikoff
Kikoff
4 days ago

Senior Program Manager, Customer Experience

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Last checked: 2 hours agoStatus: Live

Job Summary

Own how customer experience scales through AI automation, CX tooling, and measurement. Define chatbot and agent-assist/coplilot strategy, evolve the Zendesk/workflows/CSAT ecosystem, and build internal tools that improve efficiency. Establish core CX metrics (contact rate, deflection, cost per contact, CSAT, complaint volume) and dashboards to drive ROI-based decisions. Lead cross-functional initiatives to address onboarding and payments trade-offs and reduce complaints and risk while managing and developing CX Strategy Associates.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own chatbot and AI automation strategy, including coverage, containment, and escalation quality.
  • •Expand automation beyond chatbots with agent-assist/copilot systems and automated servicing workflows.
  • •Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve CX systems architecture.
  • •Define and drive CX metrics and measurement frameworks (contact rate, deflection, cost per contact, CSAT, complaint volume).
  • •Hire, manage, and develop CX Strategy Associates, and lead cross-functional CX issue resolution to improve end-to-end experience.

Pay and Benefits

Salary: USD 175,000 - 200,000 annually

Key Requirements

  • •6–10 years of experience in CX, Operations, Product Ops, Consulting, or similar roles.
  • •2+ years of experience in a direct people management role leading teams of 2+ individuals.
  • •Proven experience owning tooling, systems, or automation in a CX or operations environment.
  • •Strong analytical foundation using metrics to drive decisions and influence cost, efficiency, or volume-related metrics.
  • •Experience leading complex, cross-functional initiatives across customer experience challenges.
Experience:CXCustomer experienceFintechAutomationOperations
Skills:LeadershipCommunicationAnalytical thinkingCross-functional collaborationOwnership
Languages:English
Tech Stack:ZendeskChatbotAI automationAgent-assistCopilotWorkflowsCSATDashboardsROI frameworks

Company Brief

Kikoff
Kikoff provides a credit-building product that helps consumers build credit history and access affordable lines of credit through a mobile-first platform and educational tools to improve financial health.
Industry: Lending
Growth: Early Stage Startup
Headquarters: San Francisco, United States
Founded: 2019
Website