Role Overview
Kikoff is hiring a entry-level CX Strategy Manager. This is a full-time role in San Francisco. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job description
Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.
Why Kikoff:
This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.
CX Strategy Manager
About this role
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.
Role & 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
Expertise & experience required
- 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
- 2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals
- 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
Nice to have:
- 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.)
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.
About Kikoff
Frequently Asked Questions
How do I apply for the CX Strategy Manager position at Kikoff?
Use the Apply button above to submit your application directly to Kikoff. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the CX Strategy Manager position at Kikoff located?
This position is based in San Francisco. Kikoff has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a CX Strategy Manager at Kikoff earn?
Kikoff has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the CX Strategy Manager role at Kikoff posted?
This role was posted on May 18, 2026 (65 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
Is the CX Strategy Manager role at Kikoff entry-level?
Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements Kikoff has listed.
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