greenhouse
Senior Program Manager, Customer Experience
kikoff
San Francisco, USA
Onsite
$175,000–$200,000
Discovered 2 weeks ago
Customer experience strategyAI automationChatbot systemsAgent-assist systemsAutomated servicing workflowsZendesk
Free
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Customer experience strategyAI automationChatbot systems
Role Overview
Own how customer experience scales across automation, tooling, and measurement.
Define the systems, metrics, and strategy that shape customer interactions and support efficiency.
Influence company-level decisions involving support access, experience investments, customer satisfaction, cost, and risk.
Key Skills for This Role
Customer experience strategyAI automationChatbot systemsAgent-assist systemsAutomated servicing workflowsZendesk
Full Job Posting
About Kikoff
Kikoff is a consumer fintech company focused on helping people build credit, access liquidity, and save money.
The company emphasizes ownership, clear communication, craftsmanship, and customer impact.
About the Role
Own how customer experience scales across automation, tooling, and measurement.
Define the systems, metrics, and strategy that shape customer interactions and support efficiency.
Influence company-level decisions involving support access, experience investments, customer satisfaction, cost, and risk.
AI Automation and CX Systems
- Own chatbot and AI automation strategy, including coverage, containment, and escalation quality.
- Expand automation through agent-assist or copilot systems and automated servicing workflows.
- Own the CX tooling ecosystem, including Zendesk, workflows, CSAT systems, and integrations.
- Evolve systems architecture and lead internal tools that improve team efficiency and quality.
CX Strategy and Measurement
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