Associate Program Manager, Customer Experience

San Francisco Officefull timeOn Site

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Associate Program Manager, Customer Experience at Kikoff · LumiJobs

entry

$132k–$155k

H1B: yes

Kikoff Associate Program Manager, Customer Experience at Kikoff leads AI automation and CX tooling initiatives to improve customer interactions. The role involves building AI chatbot strategies, automating servicing flows, and analyzing CX performance to drive measurable impact.

Responsibilities

As 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 & responsibilities
Build our AI chatbot strategy (coverage, containment, resolution quality)
Design and implement automation beyond chatbots, including:
Agent-assist / "copilot" workflows to reduce manual effort and errors
Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
Support development of internal tools that increase agent and team efficiency
Help standardize tooling and workflows across support channels
Measurement & Insights

Qualification

Exposure to automation$132A note on applyingEqual Employment Opportunity StatementKikoff Inc

Preferred

Exposure to automation, workflows, or AI-driven tools
Experience building dashboards or working with data tools (SQL, Looker, etc.)
$132,000—$155,000 USD
A 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 Statement
Kikoff 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.
Please reference the following for more information.

Company

Kikoff

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AI chatbotZendeskCSATCX toolingdashboard buildingdata analysis

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