Kikoff
CX Strategy Manager
San Francisco
Sponsorship not specified$175k-$200kDetected 65 days ago
ValuationZendeskLeadershipCommunication
About the role
- CX Strategy, Measurement & Decision-Making
Responsibilities
- 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.
- Join us if you want to build something meaningful and help millions of people move forward financially.
- As the CX Strategy Manager, you will own how customer experience scales across automation, tooling, and measurement.
- Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales
- Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume
- Own cross-functional CX issues:
- Drive cross-functional initiatives to resolve these issues and improve end-to-end customer experience
- Hire, manage, and develop CX Strategy Associates
Requirements
- 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
- Experience owning or influencing cost, efficiency, or volume-related metrics
- Experience leading complex, cross-functional initiatives
- Expertise & experience required
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.)
- Equal Employment Opportunity Statement
- Kikoff Inc. is an equal opportunity employer.
- Please reference the following for more information.
Skills
- Expand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows
- Analyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)
Compensation
- $175,000 - $200,000 USD
Benefits
- Own chatbot and AI automation strategy (coverage, containment, escalation quality)
Company info
- Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights
- Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security.
- 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.
Equal opportunity
- 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.
Visa & Work Authorization
- in, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class
This listing is sourced directly from Kikoff's careers page and normalized into a canonical job model.