CX Strategy Manager

Kikoff•San Francisco, CA

About The Position

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.

Requirements

6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
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 managing or mentoring team members

Nice To Haves

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.)

Responsibilities

AI Automation & CX Systems
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
CX Strategy, Measurement & Decision-Making
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)
CX Gap Identification & Execution
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
Team & Cross-functional Leadership
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