Associate Program Manager, Customer Experience

Kikoff: The Fintech Powering Financial Security at Scale Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. 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. We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially. 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. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact. About this role As an Associate Program Manager, CX, you'll shape how millions of customers experience Kikoff end to end, turning customer insight into the systems and improvements that make every interaction better. You'll pinpoint the highest-impact gaps, decide where AI automation, CX tooling, and measurement will move the needle for customers and the business, and take solutions from idea to completion in order to drive measurable impact. This isn’t a frontline support role. Our Customer Support team handles tickets, and your job is to build the systems and processes that make their work easier and the customer’s experience better. When part of the product is causing friction, you’ll bring the data, work with Product and Engineering to fix the root cause, and help define how we measure CX, including contact rate, CSAT, and customer risk signals. This is a high-ownership role with exposure to strategic questions and a primary focus on execution: building systems that scale. Role & responsibilities AI Automation • Build our AI chatbot strategy (coverage, containment, resolution quality) • Design and implement automation beyond chatbots, including: • Agent-assist / "copilot" workflows to reduce manual effort and errors • Automated servicing flows (e.g., follow-ups, status updates, issue resolution) CX Tooling • Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection) • Support development of internal tools that increase agent and team efficiency • Help standardize tooling and workflows across support channels Measurement & Insights • Analyze CX performance across channels (chatbot, support, product journeys) • Identify friction points not captured in support tickets (e.g., drop-offs, dead ends), and work with the Product team to resolve them • Build and maintain dashboards to track key CX metrics and initiative impact Cross-functional execution • Partner with Customer Operations, Product, and Data teams to implement solutions • Own initiatives end-to-end: problem definition → solution design → launch → measurement • Translate customer insights and data into actionable improvements Expertise & experience required • 2–4 years experience in CX, Operations, Product Ops, Consulting, or similar roles, including hands-on customer experience or support operations work • Hands-on experience with CX tools (Zendesk, chat platforms, CSAT tools) • Strong analytical and problem-solving skills • Ability to operate in ambiguous environments and drive execution • Experience working cross-functionally with Product, Engineering, or Operations teams • High ownership and bias toward action Nice to have: • Exposure to automation, workflows, or AI-driven tools • Experience building dashboards or working with data tools (SQL, Looker, etc.) Base Range $132,000 — $155,000 USD A note on applying: We know great candidates sometimes hold back if they don’t meet every