CX Manager, Customer Trust & Risk Operations

SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials. We are setting new standards by delivering technically innovative, comfort-driven products with elevated design for everybody.At the intersection of culture, innovation, and commerce, SKIMS is a global brand redefining modern apparel. Our teams are built on creativity, collaboration, and operational excellence, and we are committed to fostering an inclusive, high-performance environment where ambitious, curious, and values-driven individuals can do the best work of their careers.As we continue to scale globally, our HQ teams play a critical role in shaping strategy, building world-class infrastructure, and driving sustainable growth across markets.We are seeking a highly analytical, strategic minded, and tactical Manager, Customer Trust & Risk Operations to lead initiatives that protect the business from fraud, abuse, payment risk, and operational loss while ensuring a`` seamless experience for legitimate customers. This role sits at the intersection of Customer Experience, Fraud Prevention, Payments, Data Analytics, and Technology. The ideal candidate is equally comfortable diving into data, managing vendor relationships, building business cases, and developing scalable strategies that balance customer experience with risk mitigation. As SKIMS continues to scale globally, this role will be responsible for evolving our fraud and abuse prevention capabilities, identifying emerging risks, optimizing operational processes, and partnering cross-functionally to implement solutions that protect both our customers and our business. Key ResponsibilitiesFraud & Risk StrategyDevelop and execute strategies to reduce payment & return fraud, policy abuse, and operational loss across the customer journey. 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. Ensure customer blocking, fraud tagging, and account-level risk actions are supported by documented evidence, business justification, and appropriate escalation where customer impact or legal/privacy risk may exist. Collaborate with Data Security, Legal, Customer Experience, and Engineering to ensure fraud controls are implemented in a way that protects customers, limits unnecessary data exposure, and avoids blocking legitimate users. 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 Build scalable fraud prevention frameworks to support international market growth. 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 Expertise4+ 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. Success in this Role Within the first 12 months, success will include: Improved fraud prevention effectiveness while maintaining a positive customer experience and high acceptance rates. Reduced financial losses associated with policy abuse, fraud, chargebacks, and operational exceptions. Increased visibility into customer abuse trends and risk exposure through improved reporting and analytics. Strong vendor performance management and optimization of fraud prevention technology investments. Scalable fraud and trust frameworks that support SKIMS' continued international growth. Benefits, Culture and PerksBenefits and CultureUp to 100% Company Paid Healthcare (medical, dental, vision) Kind Body Fertility Benefits 401(k) savings plan with up to 4% match Unlimited PTO Full Access to LinkedIn learning Employee Discounts Perks (HQ Location)Free weekly catered lunch at HQ – M/T/W/ThDog-Friendly office on a Thursday and FridayFree Swag Giveaways Annual Holiday Party Annual Summer Party Invitations to pop-ups and other company events Complimentary daily office snacks and beverages DepartmentCustomer Experience Employment TypeFull TimeWorkplace typeOnsite