CX Strategy Manager

San Francisco, United StatesOn-site

Responsibilities

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) CX Gap Identification & Execution
Own cross-functional CX issues:
Drive cross-functional initiatives to resolve these issues and improve end-to-end customer
Hire, manage, and develop CX Strategy Associates

Kikoff: A FinTech Unicorn Powering Financial Progress with AI
With innovative technology and AI, we simplify credit building, reduce debt, and expand access to financial opportunities to those who need them the most.
We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships.
responsibilities AI Automation & CX Systems
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 using metrics to drive decisions •
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.)

We're a profitable, high growth FinTech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck.
Base Range $175,000 — $200,000 USD
Equal Employment Opportunity Statement

At Kikoff, our mission is to provide radically affordable financial tools to help consumers achieve financial security.
Founded in 2019, Kikoff is headquartered in San Francisco and backed by top-tier VC investors and NBA star Stephen Curry. 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.
Yes, you can build an exciting business AND have real-life real-customer impact.
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 &
Complex trade-offs in onboarding, payments, and other core areas
Partner x-functionally to improve efficiency and influence roadmap decisions