Manager of Merchant Risk Operations & Collections, Jobber
CA$108-146.1k
+ Stock options
Job tracking & customer management
Job no longer available
Job tracking & customer management
501-1000 employees
Job no longer available
CA$108-146.1k
+ Stock options
501-1000 employees
Company mission
To help small business owners move more efficiently, survive changes in the economy, support their families and communities, and WIN at creating something on their own.
Role
Who you are
- Are you a strategic thinker with a sharp eye for risk, a passion for protecting businesses from financial loss, and the leadership skills to build a high-performing team?
- The ideal candidate will be an experienced people leader with deep domain expertise in merchant acquiring risk, underwriting, and collections
- This individual should have a strategic mindset and hands-on approach, balancing risk mitigation with customer experience and business scalability
- Direct People Leadership experience managing merchant-facing risk, or underwriting teams in merchant acquiring, payments, fintech, or financial services
- Proven experience in credit risk, fraud prevention, or merchant underwriting
- Strong knowledge of merchant risk assessment, cash flow underwriting, transaction risk monitoring, and payment processing risks
- Experience with chargeback mitigation, ACH risk, and collections optimization
- Analytical mindset with experience using data to drive decision-making
- Clear and persuasive communication skills—able to convey risk concepts to both technical and non-technical stakeholders
- Ability to handle high-pressure risk escalations and make quick, well-informed decisions
- Comfortable working in a fast-paced, high-growth environment with evolving challenges
Desirable
- Experience with modern payment processing tools (e.g., Stripe, Adyen, Worldpay, Checkout.com, Square)
- Strong knowledge of Visa/Mastercard network rules, NACHA guidelines, and regulatory compliance
- Familiarity with fraud prevention vendors (e.g., Riskified, Sift, Ekata, Kount, Socure, Experian, LexisNexis)
- Technical skills in SQL, Excel, Google Sheets, or BI tools (Tableau, Looker, Power BI)
- Experience with collections platforms, legal collections strategies, and third-party collection agencies
- Familiarity with Slack, Zendesk, Salesforce, Asana, Confluence, or other collaboration tools
What the job involves
- The Manager, Credit Risk Operations & Collections will play a pivotal role in protecting Jobber Payments from financial loss while enabling trustworthy and sustainable businesses to grow on our platform
- Leading a team of Risk Operations Analysts, this role focuses on detecting, mitigating, and recovering losses related to merchant credit risk, chargebacks, and collections as well as leading the day to day activities of customer facing risk analysts
- As part of a rapidly growing team, the Manager, Credit Risk Operations & Collections will drive process improvements, implement risk controls, optimize collection strategies, and collaborate cross-functionally to ensure financial stability while fostering business growth
- Manage and mentor a team of 6+ Risk Operations Analysts, setting clear goals and performance expectations
- Provide training, coaching, and feedback to develop risk expertise and drive excellence
- Own and optimize team workflows, ensuring efficiency and scalability
- Handle high-priority customer escalations and complex cases requiring senior-level intervention
- Own and optimize credit risk onboarding, underwriting policies, and ongoing monitoring workflows
- Evaluate merchant risk profiles based on financials, industry, processing history, and behavioral data
- Collaborate with analytics and support risk segmentation models and monitoring strategies to proactively detect high-risk merchants
- Identify emerging credit risk trends and refine controls accordingly
- Develop and execute effective collection strategies to recover funds from delinquent or high-risk merchants
- Work with legal and finance teams to optimize debt recovery processes (including legal escalations and settlements)
- Own key risk performance metrics (e.g., chargeback rates, fraud rates, loss rates, delinquency trends)
- Own team performance metrics (e.g. internal and external escalation SLAs, ticket volume, QA and productivity metrics)
- Conduct root cause analyses on losses and implement mitigation strategies
- Use data-driven insights in partnership with analytics to continuously improve risk models and operational efficiency
- Identify opportunities to optimize automation, tooling, and workflows for better risk detection and resolution
- Partner with Product, Engineering, Analytics, and Data teams to implement AI/ML-driven fraud detection, real-time risk monitoring, and automation of manual processes
- Evaluate and support the integration of third-party risk vendors, and credit data sources to improve decision-making
- Partner with Customer Support, Operations, Product, and Sales teams to ensure alignment on risk policies and decisions
- Effectively communicate risk findings, strategies, and recommendations to senior leadership
- Educate stakeholders on risk trade-offs and work toward solutions that balance growth with risk mitigation
Application process
- One of the conditions of employment with Jobber is successfully completing a background check
Our take
For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.
Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 200,000 professionals.
What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2023
$100m
SERIES D
Jan 2021
$60m
GROWTH EQUITY VC
Total funding: $185.8m
Company benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
Company HQ
Downtown, Edmonton, AB
Leadership
Sam Pillar
(CEO)Former Freelance Software Developer. Previously a Business Analyst and Management Consultant at CGI.
Forrest Zeisler
(CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
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