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CX Strategy Manager
Full-time
Kikoff is a profitable, pre-IPO fintech helping millions of people build credit, access liquidity, and save money. As the CX Strategy Manager, you'll own how customer experience scales across automation, tooling, and measurement, defining the systems, metrics, and strategy that shape how customers interact with Kikoff and how efficiently they're supported.
AI automation & CX systems
Own chatbot and AI automation strategy across coverage, containment, and 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 the architecture as the company scales.
CX strategy & measurement
Define and own core CX metrics: contact rate, deflection, cost per contact, CSAT, and complaint volume.
Build dashboards and consistent measurement frameworks, and drive decisions on key CX levers using ROI frameworks.
Experience required
6-10 years in CX, Operations, Product Ops, Consulting, or similar.
2+ years in a direct people management role.
Proven experience owning tooling, systems, or automation in a CX or operations environment, with a nice-to-have in AI/chatbot platforms.
