{"schemaVersion":"jobsearcher.job.v1","id":"1ac807c087dab28fcf3c2aa9","url":"https://jobsearcher.com/jobs/1ac807c087dab28fcf3c2aa9","canonicalUrl":"https://jobsearcher.com/jobs/1ac807c087dab28fcf3c2aa9","title":"Senior Program Manager, Customer Experience","description":"Kikoff: The Fintech Powering Financial Security at Scale\nKikoff 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.\nWe're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.\n\nWhy Kikoff:\n\nThis 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.\n\nAbout this role\n\nAs 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.\n\nThis 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.\n\nRole & responsibilities\nAI Automation & CX Systems\nOwn chatbot and AI automation strategy (coverage, containment, escalation quality)\nExpand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows\nOwn the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales\nLead development of internal tools that significantly improve team efficiency and quality\n\nCX Strategy, Measurement & Decision-Making\nDefine and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume\nBuild dashboards and establish consistent measurement frameworks across CX\nOwn and drive decisions on key CX levers using ROI frameworks\nAnalyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)\nCX Gap Identification & Execution\nOwn cross-functional CX issues:\nComplex trade-offs in onboarding, payments, and other core areas\nDead-end experiences where users fail silently\nRoot causes of complaints and regulatory risk\nDrive cross-functional initiatives to resolve these issues and improve end-to-end customer experience\nTeam & Cross-functional Leadership\nHire, manage, and develop CX Strategy Associates\nPartner x-functionally to improve efficiency and influence roadmap decisions\nServe as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights\nExpertise & experience required\n6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles\n2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals\nProven experience owning tooling, systems, or automation in a CX or operations environment\nStrong analytical foundation and experience using metrics to drive decisions\nExperience owning or influencing cost, efficiency, or volume-related metrics\nExperience leading complex, cross-functional initiatives\n\nNice to have:\n\nExperience with AI/chatbot platforms and automation systems\nDeep familiarity with CX tooling (Zendesk or similar)\nExperience in high-growth consumer companies\nExperience improving efficiency metrics (deflection, cost per contact, etc.)\n\nBase Range\n\n$175,000 - $200,000 USD\n\nEqual Employment Opportunity Statement\n\nKikoff 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.\n\n.","company":"Kikoff","rawCompany":"kikoff","city":"Millbrae","state":"CA","isRemote":false,"isActive":true,"createdAt":"2026-08-31T08:46:58.209Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-2021.00","title":"Marketing Managers","slug":"marketing-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Program Manager, Customer Experience","description":"Kikoff: The Fintech Powering Financial Security at Scale\nKikoff 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.\nWe're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.\n\nWhy Kikoff:\n\nThis 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.\n\nAbout this role\n\nAs 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.\n\nThis 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.\n\nRole & responsibilities\nAI Automation & CX Systems\nOwn chatbot and AI automation strategy (coverage, containment, escalation quality)\nExpand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows\nOwn the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales\nLead development of internal tools that significantly improve team efficiency and quality\n\nCX Strategy, Measurement & Decision-Making\nDefine and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume\nBuild dashboards and establish consistent measurement frameworks across CX\nOwn and drive decisions on key CX levers using ROI frameworks\nAnalyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)\nCX Gap Identification & Execution\nOwn cross-functional CX issues:\nComplex trade-offs in onboarding, payments, and other core areas\nDead-end experiences where users fail silently\nRoot causes of complaints and regulatory risk\nDrive cross-functional initiatives to resolve these issues and improve end-to-end customer experience\nTeam & Cross-functional Leadership\nHire, manage, and develop CX Strategy Associates\nPartner x-functionally to improve efficiency and influence roadmap decisions\nServe as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights\nExpertise & experience required\n6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles\n2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals\nProven experience owning tooling, systems, or automation in a CX or operations environment\nStrong analytical foundation and experience using metrics to drive decisions\nExperience owning or influencing cost, efficiency, or volume-related metrics\nExperience leading complex, cross-functional initiatives\n\nNice to have:\n\nExperience with AI/chatbot platforms and automation systems\nDeep familiarity with CX tooling (Zendesk or similar)\nExperience in high-growth consumer companies\nExperience improving efficiency metrics (deflection, cost per contact, etc.)\n\nBase Range\n\n$175,000 - $200,000 USD\n\nEqual Employment Opportunity Statement\n\nKikoff 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.\n\n.","datePosted":"2026-08-31T08:46:58.209Z","dateModified":"2026-08-31T08:46:58.209Z","hiringOrganization":{"@type":"Organization","name":"Kikoff","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1ac807c087dab28fcf3c2aa9"},"url":"https://jobsearcher.com/jobs/1ac807c087dab28fcf3c2aa9"}}