Who you are

• Demonstrated years of relevant progressive Fraud Risk or Credit Risk operations experience in financial services, tech, payment processing or related industries
• Domain expertise in evaluating merchant risk and/or credit risk. This includes card-not-present fraud and risk, ACH fraud, chargebacks, and performing risk reviews and underwriting at the account and transaction level on a daily basis with an eye for emerging threats
• An analytical and inquisitive mindset and the capacity to make complex decisions under pressure in a fast-paced setting. We’re looking for someone with a data-driven and investigative mindset who can find and interpret suspicious transaction trends, review account activity, internal and external signals for signs of fraud or abnormalities, and take action accordingly
• Strong technical skills in SQL, Excel, Google Sheets, or BI tools (such as Tableau, Looker, or Power BI) to analyze data, identify risk patterns, and support data-informed decision-making
• Clear written and verbal communication skills. You’ll be dealing with our customers daily and with other stakeholders across Jobber, so being able to translate your ideas and findings clearly will be important. Talking about fraud, risk and loss of money can be uncomfortable, so you should be willing to engage in those types of conversations and work to resolve conflicts
• A problem-solver and team-player mindset. In this role you’ll be working with others to find solutions for managing risk. You’ll need to be able to understand problems and help solve them in a way that works for both our customers and Jobber. Collaboration is extremely important in this role
• The ability to embrace ambiguity and change. We don’t know what we don’t know, so you should be comfortable coming in and improving the process
• The ability to work autonomously with superb time management skills and be comfortable with technology. We are fully remote and distributed across the country. While you’ll be a member of a team and there are connection points, you’ll be on your own most of the day. You’ll need to be a self-starter with the ability to make decisions and find direction and guidance proactively. You’ll be accountable for both your successes and your shortcomings
• 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)
• Familiarity with Slack, Zendesk, Salesforce, Asana, Confluence, or other collaboration tools

What the job involves

• The Risk Operations Manager will be a key part of the Risk team, leveraging technology and analytics to detect fraud and credit risks and ensuring that Jobber is protected from losses
• This position will have responsibilities that are laser focused on detecting, preventing and investigating current and emerging risks
• This is an exciting opportunity for someone with prior experience in similar roles and a strong growth orientation who enjoys hands-on operational work while contributing to the development and enhancement of risk management practices
• Review and monitor accounts, transactions, and platform usage to identify and address risky patterns swiftly
• Take ownership of resolving issues, making balanced decisions to mitigate fraud and credit losses with a need for speed
• Regularly communicate with customers through various support channels such as email
• Lead risk investigations and retrospectives with a focus on driving continuous improvement and take quick corrective action to mitigate financial losses for Jobber and our customers
• Contribute to the development of fraud and risk detection systems to make sure we’re setting the appropriate controls in response to emerging threats and provide recommendations
• Identify opportunities for policy, tooling and process improvements within Risk Operations and champion those opportunities from idea to implementation
• Mentor a growing team of Risk Operations Analysts. While this role is not a people leadership position, you will be seen as a role model and subject matter expert, helping grow everyone's skill set
• Educate small business owners on fraud and dispute avoidance, and assist with payment dispute resolution as needed
• Support broader business as needed on operational risk-relevant topics