CX Manager, Customer Trust & Risk Operations

Key Responsibilities

• Fraud & Risk Strategy
• Monitor emerging fraud trends and identify opportunities to strengthen controls while minimizing impact to legitimate customers.
• Partner with Customer Experience, Retail, Product, Engineering, and Finance teams to implement scalable fraud prevention solutions.
• Establish reporting, KPIs, and governance processes to measure risk performance and business impact.
• Work closely with SKIMS Data Security & Compliance leadership as needed.
• Fraud Platform Management
• Own the relationship, strategy, and performance management of fraud prevention technology partners.
• Continuously evaluate platform performance, rule effectiveness, approval rates, fraud capture rates, and customer impact.
• Manage fraud rules and workflows across checkout, account activity, and post-purchase experiences.
• Identify opportunities to improve automation, accuracy, and operational efficiency.
• Customer Abuse & Policy Governance
• Lead efforts to identify and mitigate abuse of customer-facing policies including refunds, reships, store credits, returns, and other exception-based programs.
• Develop reporting and monitoring frameworks that identify abuse patterns and emerging risks.
• Recommend policy improvements that balance customer experience, fairness, and business protection.
• Oversee customer blocking, abuse investigations, and escalation processes.
• Security Access Governance & Blocklist Operations
• Partner with Data Security & Compliance to support controlled fraud-prevention actions, including the review and submission of IP addresses, email addresses, customer identifiers, and other fraud indicators for approved blocklist or risk-control workflows.
• Operate within defined access-control procedures for Shopify and related fraud-prevention platforms, including least-privilege access, approval requirements, audit logging, and documented change management.
• Maintain clear documentation of fraud indicators, blocklist submissions, investigation outcomes, and control changes to support auditability, governance, and operational continuity.
• Chargebacks & Payment Risk
• Lead overall chargeback strategy and performance.
• Manage and support the Chargebacks Specialist responsible for dispute management and evidence submissions.
• Monitor payment network thresholds and implement proactive strategies to reduce exposure.
• Partner with Finance and Payments teams to identify root causes and improve outcomes.
• Analytics & Insights
• Analyze refund, reship, return, and fraud-related trends to identify areas of risk and opportunity.
• Develop executive-level reporting that quantifies business impact, loss prevention, and performance improvements.
• Build data-driven recommendations that support strategic decision-making and investment prioritization.
• Partner with leadership to develop loss prevention strategies as business volume continues to scale.
• Returns & Post-Purchase Risk
• Own fraud and abuse prevention strategies within returns and post-purchase experiences.
• Manage return abuse technologies and associated vendor relationships.
• Partner with Operations and CX teams to identify opportunities for automation and improved controls.
• Evaluate pilot programs and recommend expansion strategies based on performance and ROI.
• International Risk Expansion
• Partner with regional teams to identify local fraud patterns, operational risks, and market-specific requirements.
• Develop processes and controls that support global consistency while accounting for regional differences.

Skills, Knowledge and Expertise

• 4+ years of experience in fraud prevention, risk operations, payments, trust & safety, loss prevention, customer operations, or related fields.
• Strong analytical capabilities with experience using data to identify trends and drive business decisions.
• Experience managing fraud prevention platforms and third-party vendors.
• Understanding of chargebacks, payment risk, policy abuse, and eCommerce fraud patterns.
• Experience leading cross-functional initiatives across Operations, Technology, Product, Finance, and Customer Experience teams.
• Strong communication and stakeholder management skills.
• Experience working in high-growth eCommerce, retail, marketplace, fintech, or subscription businesses preferred.
• Experience working with elevated-access workflows in eCommerce platforms, fraud tooling, or customer operations systems, with an understanding of least-privilege access and auditability requirements.
• Familiarity with fraud indicators such as IP addresses, email addresses, device signals, payment patterns, order velocity, account behavior, and abuse trends.
• Ability to handle sensitive customer and fraud-related data responsibly, including adherence to privacy, security, and internal access-governance requirements.
• Experience documenting fraud investigations, escalation decisions, and control changes in a clear, repeatable, and auditable manner.