CX Strategy Manager

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.

As the CX Strategy Manager, you will own how customer 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.

• 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)

• Own cross-functional CX issues:
• Complex trade-offs in onboarding, payments, and other core areas
• Dead-end experiences where users fail silently
• Root causes of complaints and regulatory risk
• Drive cross-functional initiatives to resolve these issues and improve end-to-end customer experience

• Hire, manage, and develop CX Strategy Associates
• Partner x-functionally to improve efficiency and influence roadmap decisions
• Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights

• 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 owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience owning or influencing cost, efficiency, or volume-related metrics
• Experience leading complex, cross-functional initiatives

• 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.)