CX Strategy Manager

Responsibilities

• Own chatbot and AI automation strategy, including coverage, containment, and escalation quality
• Manage the CX tooling ecosystem (Zendesk, workflows, CSAT systems) and evolve systems architecture
• Define and own core CX metrics such as contact rate, deflection, cost per contact, and CSAT
• Build dashboards and measurement frameworks to drive data-driven decisions
• Identify and resolve cross-functional CX gaps in onboarding, payments, and user journeys
• Hire, manage, and develop CX Strategy Associates
• Partner with cross-functional teams to influence product roadmaps and improve efficiency

Requirements

• 6–10 years of experience in CX, Operations, Product Ops, or Consulting
• 2+ years of experience in a direct people management role
• Proven experience owning CX tooling, systems, or automation
• Strong analytical skills with experience using metrics to drive business decisions
• Experience leading complex, cross-functional initiatives

Preferred Qualifications

• Experience with AI/chatbot platforms and automation systems
• Deep familiarity with Zendesk or similar CX tooling
• Experience working in high-growth consumer fintech or startup environments
• Proven track record of improving efficiency metrics like deflection and cost per contact

About the Company

Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. We build a suite of products that help millions of people build credit, access liquidity, and save money.