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.)

Base Range

$175,000—$200,000 USD