Senior Program Manager, Customer Experience

San Francisco Officefull timeOn Site

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senior

$175k–$200k

H1B: yes

Kikoff Senior Program Manager, Customer Experience at Kikoff owns customer experience scaling through automation, tooling, and measurement. The role defines CX systems and metrics, leads cross-functional initiatives, and manages a team to improve customer interactions and support efficiency.

Responsibilities

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

Qualification

6–10 years experience in CX2+ years experience managing teams$175Equal Employment Opportunity StatementKikoff Inc

Required

6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
2+ years experience managing teams

Preferred

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.)
$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.