Senior Program Manager (Customer Experience)

• 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
• 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
• 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)
• 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
• 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

Benefits

• Health Benefits
• Flexible PTO Policy
• Kickoff Paid Holidays
• Office Lunch & Dinners
• Commuter Benefits
• Commuter Flexible Savings
• 401k Matching
• Fitness Benefit Policy- Experience leading complex, cross-functional initiatives
• 2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals
• Experience owning or influencing cost, efficiency, or volume-related metrics
• 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
• Strong analytical foundation and experience using metrics to drive decisions
• Proven experience owning tooling, systems, or automation in a CX or operations environment
• 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.)