Associate Program Manager, Customer Experience

Kikoff•San Francisco, CA

About The Position

As an Associate Program Manager, Customer Experience, you will improve how customers experience Kikoff by turning customer insights into scalable systems and measurable improvements. You will identify high-impact gaps and determine where AI automation, CX tooling, and measurement can improve outcomes for customers and the business, then take solutions from idea through completion. This is not a frontline support role. The Customer Support team handles tickets; this role builds the systems and processes that make support work easier and improve the customer experience. You will use data to surface product friction, collaborate with Product and Engineering on root-cause fixes, and help define CX measurement, including contact rate, CSAT, and customer risk signals. The role combines exposure to strategic questions with a primary focus on execution.

Requirements

2–4 years of 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 such as Zendesk, chat platforms, and 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 a bias toward action.

Nice To Haves

Exposure to automation, workflows, or AI-driven tools.
Experience building dashboards or working with data tools such as SQL or Looker.

Responsibilities

Build an AI chatbot strategy covering coverage, containment, and resolution quality.
Design and implement automation beyond chatbots, including agent-assist or copilot workflows and automated servicing flows such as follow-ups, status updates, and issue resolution.
Improve and maintain core CX systems, including Zendesk, workflows, and CSAT collection.
Support development of internal tools that increase agent and team efficiency.
Help standardize tooling and workflows across support channels.
Analyze CX performance across channels, including chatbots, support, and product journeys.
Identify friction points not captured in support tickets, such as drop-offs and dead ends, and work with Product to resolve them.
Build and maintain dashboards to track key CX metrics and initiative impact.
Partner with Customer Operations, Product, and Data teams to implement solutions.
Own initiatives end-to-end, from problem definition and solution design through launch and measurement.
Translate customer insights and data into actionable improvements.