Senior CX Operations Leader - SLA, Fraud & Loyalty

FIGS; Los Angeles (CA); On-site; USD 122,000 - 132,000; Full time

Benefits offered by this job

Annual bonus

Equity

Premium benefits

401(k) with match

Paid time off

Job summary

FIGS is seeking a Senior Manager of Customer Experience to lead CX operations, ensuring SLA delivery, performance, and quality across internal and external teams, including vendors. This leader will drive continuous improvement and align CX strategy with business goals.

You will manage fraud and risk, loyalty initiatives, and escalation processes, partnering with cross-functional teams to optimize the end-to-end customer journey and protect the brand reputation.

Qualifications

• 6–8+ years in customer experience leadership
• Strong analytics and KPI management
• CRM platform expertise and customization
• Experience with fraud and risk operations

Responsibilities

• Lead and manage CX operations to meet SLA targets and quality standards.
• Oversee fraud prevention, risk management, and customer protection initiatives.
• Manage vendor relationships and escalation paths to ensure reliable service for customers.
• Drive data-driven improvements across the end-to-end customer journey.
• Collaborate with product, tech, and marketing to align CX strategy with business goals.

Skills

SLA management

CRM platforms

Data analytics

Leadership remote teams

Fraud prevention

Cross-functional collaboration

Education

Bachelor’s degree in business/related field

Tools

Zendesk/Gladly/Gorgias

Job description

FIGS is seeking a Senior Manager of Customer Experience to lead CX operations, ensuring SLA delivery, performance, and quality across internal and external teams, including vendors. This leader will drive continuous improvement and align CX strategy with business goals.

You will manage fraud and risk, loyalty initiatives, and escalation processes, partnering with cross-functional teams to optimize the end-to-end customer journey and protect the brand reputation.