Director, Risk Operations

Do you have a passion to lead the operations of the day-to-day management of our fraud risk, credit risk, and collections teams?

Then Jobber might be the place for you! We’re looking for a Director, Risk Operations to be part of our Fintech department. 

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 team:

Reporting to the Senior Director of Risk and Fintech Operations, you’ll be responsible for driving operational consistency, building scalable policies, and shaping how we manage financial risk across the organization. This is a hands-on leadership role that requires a balance of strategic thinking and tactical execution, with a strong focus on operational excellence, continuous improvement, and delivering results in a high-stakes environment.

You’ll thrive in our fast-paced, matrixed organization if you are an exceptional communicator, a natural prioritizer, and comfortable navigating competing priorities. Deep expertise in fintech risk management, particularly within the merchant acquiring space, is essential.

The role:

This position will lead the day-to-day management of our fraud risk, credit risk, and collections teams. These subject matter experts are on the front lines of financial risk at Jobber, ensuring our systems, policies, and processes work seamlessly to protect both our business and our customers.

The Director, Risk Operations will:

Lead & Develop Expert Teams

• Manage and mentor teams of fraud, credit risk, and collections professionals.
• Set performance expectations, build team capabilities, and foster a culture of collaboration and accountability.

Oversee Risk Operations Execution

• Own the execution of day-to-day operations, including fraud detection, credit reviews, chargebacks, dispute resolution, and collections.
• Own rule engines and risk models, ensuring they operate with maximum efficiency.
• Ensure timely and accurate handling of financial risk scenarios with strong attention to customer experience.
• Define performance benchmarks and ensure the team consistently meets or exceeds them.

Define Policy & Process

• Create and continuously improve policies, procedures, and workflows that govern risk operations.
• Ensure documentation, training, and operational practices are aligned with industry standards and internal objectives.
• Contribute to defining and evolving risk appetite, while developing frameworks to measure and maintain alignment with thresholds.

Drive Operational Strategy & Efficiency

• Establish and refine metrics, dashboards, and KPIs to monitor effectiveness, quality, and efficiency.
• Standardize routines and improve processes across teams to drive predictable, scalable execution.
• Develop and execute strategies to leverage machine learning and AI to automate processes and reduce manual workload.

Cross-Functional Enablement

• Partner with engineering, risk analytics, security, and customer success to integrate risk controls into platform workflows and tooling.
• Collaborate closely with Product teams to ensure the risk operations team is fully prepared for new product and feature launches.
• Ensure customer-facing teams are informed and equipped for risk-related changes by maintaining clear documentation and coordinating updates with customer success.
• Advocate for operational requirements in system design, rule development, and escalation pathways.

Reporting & Governance

• Deliver clear reporting and operational updates to leadership, including trends, risks, and team performance.
• Support risk governance processes through effective communication, planning, and follow-through.

Stay Ahead of Risk Trends

• Keep current on emerging fraud and credit trends, regulatory changes, and fintech operational best practices.
• Proactively evolve our processes and tools to stay ahead of external threats and internal growth.

To be successful you should have:

• Leadership experience in payments, fintech, or financial risk operations, including managing high-performing teams.
• Expert in Fintech risk with deep experience in fraud prevention, credit policy, collections processes, and dispute handling.
• Strong operator who excels at building and executing efficient, repeatable processes.
• Policy architect with a proven track record of designing, implementing, and scaling risk operations policies and SOPs.
• Collaborative partner who builds strong cross-functional relationships and advocates effectively for operational needs.
• Clear communicator who can distill complex operations into simple, actionable insights for stakeholders.
• Mission-aligned leader who thrives in a fast-paced, purpose-driven environment and brings out the best in others.
• Analytical, data-driven leader with demonstrable experience in risk management and a strong ability to translate insights into effective decisions.
• Strong quantitative background with related education
• Experience with tools and systems like Stripe Radar, Sardine, Unit21, LexisNexis, Plaid or similar strong preferred

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $162,000 a midpoint of $190,600 and a maximum salary of $219,100 designed to show the progression from learning the ropes to truly excelling.

We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!