Credit Risk Operations & Collections Manager

Summary

Join Jobber as the Manager, Credit Risk Operations & Collections and play a pivotal role in protecting Jobber Payments from financial loss while fostering business growth. Lead and develop a high-performing team of 6+ Risk Operations Analysts, focusing on detecting, mitigating, and recovering losses related to merchant credit risk. Drive merchant underwriting and credit risk strategy, overseeing credit and collections operations, and monitoring and analyzing key risk performance metrics. Collaborate cross-functionally to ensure financial stability and implement risk controls and process improvements. The ideal candidate will be an experienced people leader with deep domain expertise in merchant acquiring risk, underwriting, and collections.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development function, including Development Coaches, to help build the career you want and hit the goals you set, while ensuring you’re reaching your fullest potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family