Associate Program Manager, Customer Experience

Associate Program Manager, CXAs 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 & ResponsibilitiesAI AutomationBuild our AI chatbot strategy (coverage, containment, resolution quality)Design and implement automation beyond chatbots, including:Agent-assist / "copilot" workflows to reduce manual effort and errorsAutomated servicing flows (e.g., follow-ups, status updates, issue resolution)CX ToolingImprove and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)Support development of internal tools that increase agent and team efficiencyHelp standardize tooling and workflows across support channelsMeasurement & InsightsAnalyze 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 themBuild and maintain dashboards to track key CX metrics and initiative impactCross-functional executionPartner with Customer Operations, Product, and Data teams to implement solutionsOwn initiatives end-to-end: problem definition ? solution design ? launch ?

measurementTranslate customer insights and data into actionable improvementsExpertise & Experience Required2-4 years experience in CX, Operations, Product Ops, Consulting, or similar roles, including hands-on customer experience or support operations workHands-on experience with CX tools (Zendesk, chat platforms, CSAT tools)Strong analytical and problem-solving skillsAbility to operate in ambiguous environments and drive executionExperience working cross-functionally with Product, Engineering, or Operations teamsHigh ownership and bias toward actionNice to have:Exposure to automation, workflows, or AI-driven toolsExperience building dashboards or working with data tools (SQL, Looker, etc.)Base Range $132,000 —$155,000 USDA note on applying: We know great candidates sometimes hold back if they don't meet every qualification listed. If you're excited about this role and believe you can do the work, we encourage you to apply. We're looking for capability and trajectory, not a perfect checklist match.Equal Employment Opportunity StatementKikoff Inc.

is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.