Associate Program Manager, Customer Experience

Kikoff•San Francisco, CA

1d•$132,000 - $155,000

About The Position

As an Associate Program Manager, CX, you will shape how Kikoff customers experience the company end to end by turning customer insight into systems and improvements. You will identify high-impact gaps, determine where AI automation, CX tooling, and measurement can improve outcomes for customers and the business, and take solutions from idea through completion to drive measurable impact. This is not a frontline support role; the Customer Support team handles tickets, while this position builds systems and processes that help agents and improve the customer experience. You will bring data to product friction points, work with Product and Engineering to address root causes, and help define CX measurements such as contact rate, CSAT, and customer risk signals. The role combines strategic exposure with a primary focus on execution and building scalable systems.

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 the AI chatbot strategy, including coverage, containment, and resolution quality.
Design and implement automation beyond chatbots, including agent-assist or copilot workflows and automated servicing flows.
Improve and maintain core CX systems such as Zendesk, workflows, and CSAT collection.
Support development of internal tools that improve agent and team efficiency.
Standardize tooling and workflows across support channels.
Analyze CX performance across chatbots, support, and product journeys.
Identify customer friction not captured in support tickets, such as drop-offs and dead ends, and work with Product to resolve it.
Build and maintain dashboards tracking 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.