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 Responsibilities **Fraud & Risk Strategy** - Develop 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, Custo…