Coordinator, CX Reporting & Fraud Operations

Key Responsibilities

• Own data integrity across all CX reporting — maintain a deep understanding of all CX metrics including how they are defined, calculated, and sourced across platforms
• Monitor data across CX, fraud prevention, and eCommerce platforms for anomalies, inconsistencies, or shifts that require investigation; identify and escalate data discrepancies to the appropriate stakeholders with supporting context
• Maintain all CX performance reporting including contact volume, CSAT, response time, resolution rate, and channel-level metrics; manage data pulls and AI-automated entry with accountability for accuracy and timely distribution
• Prepare CX meeting decks and reporting summaries on a monthly, quarterly, year-end, and ad hoc basis — responsible for data accuracy, deck structure, and timely delivery; supports cross-functional teams including Site, Product, Operations, Fulfillment, and QA with data-driven insights and reporting
• Compile weekly meeting prep data including WOW and YOY performance comparisons and KPI summaries across all D2C channels and platforms
• Update the monthly chargeback details doc for all D2C channels
• Partner with the Senior Manager to deliver data that supports day-to-day operational decisions — including agent productivity, training effectiveness, and QA trends; respond to direction on data needs, reporting frequency, and ad hoc requests
• Monitor fraud performance via our fraud prevention platform — with a consistently high approval rate, focus is on exception handling, emerging pattern identification, and performance reporting; flag unusual shifts promptly to the Executive Director
• Manage fraud-related customer escalations including chargeback review support and disputed transaction analysis across D2C channels
• Handle recurring data pull requests from QA and product teams — including complaint data by SKU, return reason analysis, and product-level feedback
• Analyze customer feedback data to identify recurring themes, service gaps, and improvement opportunities; support Voice of Customer reporting
• Maintain documentation on fraud policies, decision logic, and escalation procedures
• Collaborate cross-functionally with finance, eCommerce, product, and logistics teams on data and fraud-related initiatives

Requirements

• 2+ years of experience in data analysis, fraud operations, or a closely related field
• Strong proficiency in Excel or Google Sheets
• Comfortable pulling, synthesizing, and validating data across multiple platforms
• Meticulous attention to detail; manage discrepancies and follow them to resolution
• Clear, confident communicator; able to present data findings to non-technical audiences
• Hightly organized with the ability to manage multiple recurring workstreams simultaneously
• Self-directed with strong follow-through; proactive in flagging risks and surfacing insights

Preferred Skills

• Experience with fraud prevention platforms
• CRM platform experience
• Customer experience or DTC eCommerce background
• Beauty or retail industry experience
• Familiarity with helpdesk or CX platforms