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Salary: USD 175,000 - 200,000 / annual
Kikoff is a profitable, pre-IPO fintech company on a mission to empower financial security at scale. With record revenue growth in 2025 and a unicorn valuation, the company has built a suite of products helping millions build credit, access liquidity, and save money.
As 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 the company supports them. You will directly influence company-level decisions around customer support access, experience investment priorities, and the balance between satisfaction, cost, and risk.
Key responsibilities include:
AI Automation & CX Systems: Own chatbot and AI automation strategy (coverage, containment, escalation quality). Expand automation beyond chatbots to include 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 improve team efficiency and quality.
CX Strategy, Measurement & Decision-Making: Define and own core CX metrics including contact rate, deflection, cost per contact, CSAT, and complaint volume. Build dashboards and establish consistent measurement frameworks. Own and drive decisions on key CX levers using ROI frameworks. Analyze which customer issues and journeys most impact business outcomes like churn and complaints.
CX Gap Identification & Execution: Own cross-functional CX issues including complex trade-offs in onboarding and payments, dead-end experiences where users fail silently, and 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 cross-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.
Required experience: 6–10 years in CX, Operations, Product Ops, Consulting, or similar roles. 2+ years in direct people management with proven track record leading teams of 2+ individuals. Proven experience owning tooling, systems, or automation in CX or operations. 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 like Zendesk, experience in high-growth consumer companies, and experience improving efficiency metrics.
