Senior Fintech Operations Manager

Does leading our fintech operations team at one of North America’s fastest growing startups excite you?

Then Jobber might be the place for you! We’re looking for a Senior Fintech Operations Manager to be part of our fintech operations team.

About Jobber:

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 market, 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 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:

You’ll report to the Senior Director of Fintech Operations and collaborate with senior leadership, including the VP of Fintech and the Director of Fintech Products. Flexibility and the ability to thrive in ambiguity are key, as the fintech space is constantly changing, and we’re looking for someone who can adapt and lead through that change.

The role:

Jobber is looking for a dynamic and experienced Senior Fintech Operations Manager to lead our fintech operations team, working closely with our payment processor, Stripe. This role is critical in managing our payment operations, ensuring regulatory compliance, and supporting Jobber’s growth by optimizing and streamlining operational processes.

This is a rare opportunity to build and scale a fintech operations team from the ground up as we continue to grow. We’re seeking a self-starter and strong leader who can identify what needs to be done and take ownership of driving results in a fast-paced, evolving fintech environment. You are a strong communicator who is energized by solving complex problems and have a genuine passion for fintech. You’re a stickler for making things happen especially when you see opportunities for improvement

The Senior Fintech Operations Manager will:

• Manage Fintech Operations:
  Lead and oversee all aspects of fintech operations, ensuring the smooth execution of payment processes, from initiation to completion. This includes managing payment workflows, ensuring transaction accuracy, and optimizing operational efficiency. You'll be responsible for defining and implementing strategies to streamline payment operations, identifying gaps, and improving performance, all while maintaining a high standard of service across payment platforms like Stripe.
• Reconciliation:
  Ensure that all transactions are fully reconciled to reflect accurate financial data. This involves overseeing the reconciliation of payments, fees, and refunds. You will also ensure that all transactions and records meet the requirements for SOC 1 compliance, guaranteeing transparency and traceability within the entire transaction lifecycle.
• Regulatory Compliance support:
  Manage operations of the compliance function, working closely with legal teams, and ensuring adherence to industry regulations such as KYC (Know Your Customer), and PCI DSS (Payment Card Industry Data Security Standard). You will also manage the implementation of new Canadian regulations like the Retail Payment Activities Act (RPAA), ensuring that all payment processes remain compliant with evolving global and regional regulatory requirements.
• Payment Processing Obligations:
  Oversee the execution and management of various payment processing obligations, including but not limited to handling 1099Ks, managing escheatment processes, addressing garnishments, and responding to lien notifications. You will ensure all tax and financial reporting obligations related to payment processing are met accurately and in a timely manner.
• Issue and Incident Management:
  Manage the resolution of all operational issues related to payment processing, covering a wide range of fintech challenges such as failed refund processing, transaction limits monitoring, card reader issues, and issues related to Stripe Capital and Wisetack loans. You will take the lead in incident management, ensuring rapid response to emergencies or operational disruptions, with the goal of minimizing downtime and resolving issues efficiently. This role will be instrumental in freeing up engineering and product teams from incident management, allowing them to focus on core product development.
• Product Support:
  Collaborate with product teams to support the rollout of new products and features. In the early stages of product launches, manual operational support may be required until automation is fully developed. You will work closely with the teams to ensure new products are successfully launched and supported operationally, enabling the product managers to focus on strategic initiatives.
• Vendor Management:
  Overseeing or supporting relationships with third-party vendors involved in payment processing, such as Stripe, ensuring service level agreements (SLAs) are met, addressing performance issues, and optimizing vendor services to align with operational goals. You will help negotiate contracts, monitor vendor performance, and manage ongoing relationships to ensure Jobber's fintech operations remain seamless and efficient.
• Fintech Project Management:
  Lead and execute operational projects, particularly those that involve fintech process improvements, system upgrades, or the integration of new payment technologies. As a senior leader, you will ensure that projects are executed on time, within scope, and in alignment with strategic business goals. You will also manage cross-functional teams and stakeholders, ensuring clear communication and alignment throughout the project lifecycle.

To be successful, you should have:

• Bachelor’s degree in a relevant field (e.g., Business, Finance, Operations, etc.) is required.
• Advanced certifications or degrees add bonus points.
• Experience with Stripe is highly preferred.
• Proven experience leading teams in a fast-paced fintech environment is required.
• Strong familiarity with ACH payments, card payments, and fintech payment operations.
• Strong familiarity with operational tools like Jira, Asana, Zendesk, Salesforce etc. 
• Proven abilities in building policy, process and systems from the ground up, creating class-leading operational environments.
• Strong attention to detail and ability to manage complex cross functional payment operations.
• Solid grasp of data, analytics, and accounting principles.
• Ability to work effectively with numbers and handle reconciliation tasks with accuracy.
• Strong ability to create and then expand operations reporting and metrics.
• Experience in project management and vendor relationship management are bonus points.