Senior Program Manager, Customer Experience

Job description

**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. Please reference the following for [more information](https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf).