Manager, Credit Risk Operations & Collections

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?

Then Jobber might be the place for you! We're looking for a Manager, Credit Risk Operations & Collections to be part of our Risk Operations team.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The Role:

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.

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.

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.

The Manager, Credit Risk Operations & Collections will:

• Lead & Develop a High-Performing Team:
• 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.
• Drive Merchant Underwriting & Credit Risk Strategy:
• 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.
• Oversee Credit & Collections Operations:
• 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).
• Monitor & Analyze Risk Metrics:
• 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.
• Enhance Risk Tools & Processes:
• 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.
• Cross-Functional Collaboration & Communication:
• 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.

To be successful, you should have:

• 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.

It would be really great (but not a deal-breaker) if you had:

• 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.