Jobber

Role Description The problem you'd own: - A plumber wraps up a job and sends an invoice, but two weeks later, he's still waiting to get paid. - This is the financial reality for most businesses on Jobber. - Jobber aims to close the gap in financial tools for small businesses. - Embedded finance is the future of how small businesses will manage money. - Your decisions will define financial empowerment for 100,000+ small businesses. The customer: - Building for tradespeople who are already running on empty. - Landscapers, painting company owners, and HVAC technicians face cash flow challenges. - They want to get paid, stay solvent, and grow without adding more to their plate. What you'd own: - Full ownership of Jobber's Fintech product portfolio, from vision to execution. - Product scope includes invoicing, payments, capital, financial insights, and embedded financial services. - Cross-functional partners include Engineering, Design, Analytics, Risk, Operations, GTM, and customer-facing teams. - Success is measured by faster payments, higher adoption of products, and trust in financial outcomes. - Lead a team of PMs, reporting to the SVP of Product. Qualifications - Experience building and shipping financial products where trust is central. - Direct experience with SMB merchant acquiring. - Understanding of SMB customers and their financial constraints. - Ability to make product decisions from incomplete data and market signals. - Strong commercial judgment connecting product strategy to transaction volume and revenue. - Experience leading and developing teams of Product Managers. - Proven experience in senior-level product management focused on financial services. Requirements - Genuine convictions about the future of embedded finance. - Credibility to align cross-functional teams around a bold direction. - Judgment to build financial products for businesses operating on thin margins. Benefits - Total compensation package including extended health benefits with fully paid premiums. - Matching in RRSP, TFSA, or FHSA, and stock options. - Access to coaching, learning, and leadership programs. - Opportunity to impact a $400 billion industry. - Work with a humble and supportive team that cares about customers. - Commitment to diversity and inclusion in the workplace. Company Description Jobber is transforming the way service is delivered, helping small businesses connect with customers and get paid faster. We aim to make small businesses successful, and when they succeed, we all win!

Role Description Jobber is looking for a Manager, Product Support (Customer Support) to be part of our Customer Success department. The Manager, Product Support will: - Manage an initial team of 10-12 individuals and optimize results through effective performance management planning. - Identify recurring behavioural patterns across your team and coach to root cause, not one-off incidents. - Have a solid grasp of contact centre operations and KPIs. - Navigate escalated customer situations that fall outside standard policy. - Build and iterate on performance management frameworks in an evolving environment. - Build and maintain a highly-engaged and motivated team based on a culture of performance. - Drive both qualitative and quantitative results to ensure high customer satisfaction scores. - Collaborate with other leaders and departments at Jobber. - Drive and encourage feedback loops focused on customer needs. - Utilize strong communication skills to communicate with multiple stakeholders. - Be comfortable and adaptive in an agile fast-paced environment. - Strive for execution excellence through the optimization of our platforms/tools. - Analyze, communicate, and re-communicate success metrics and forecasting. - Support the recruitment, onboarding, and optimization of department-specific training. - Become an ambassador of our culture by being humble, supportive, and caring. Qualifications - Recent experience managing in a high-volume customer support or contact centre environment. - Tested and mature coaching and leadership frameworks. - Experience driving impact at scale, beyond immediate direct reports. - A track record of ambitious career growth and exceptional customer support. - Next level communication and relationship building abilities. - A genuine connection to our purpose of helping small businesses succeed. Requirements - Managed a team of 6-15 direct reports. - Comfort with support tooling such as Intercom, Salesforce Service Cloud, or similar. Benefits - A total compensation package that includes an extended health benefits package with fully paid premiums. - Matching in RRSP, TFSA, or FHSA, and stock options. - A dedicated Talent Development team and access to coaching, learning, and leadership programs. - Opportunities for career development and professional growth. Company Description Jobber exists to help people in small businesses be successful. We work with home and field service companies to help them better quote, schedule, invoice, and collect payments from their customers. We are committed to fostering an inclusive work environment and welcome people of diverse backgrounds, experiences, and perspectives.

• Define and execute the FinTech & Risk Analytics roadmap • Lead the development of portfolio analytics frameworks using ROA/ROE methodologies • Design and implement portfolio risk models using IFRS 9 methodologies • Build integrated, data-driven strategies • Champion the adoption of AI and machine learning across FinTech and Risk Analytics • Lead, coach, and develop a team of seven analytics professionals • Act as the primary analytics partner to FinTech product leads, Finance, and executive stakeholders

• Reporting into the VP & GM, Payments and Fintech you will establish Payments GTM Operations as a new function at Jobber • Identify opportunities, design programs, and run experiments to drive adoption and usage of Jobber's payments products • Mapping and rebuilding the end-to-end customer journey for payments • Experimenting with a range of actions (e.g., incentives) to drive payments adoption and usage • Defining the metrics that matter for payments GTM and holding yourself accountable to them • Building deep working relationships across GTM teams, Product, RevOps, Analytics, etc. • Using data and qualitative insights to find opportunities, size them, run experiments, and measure results • Staying close to what other vertical SaaS and embedded payments players are doing

• End-to-end ownership of Jobber’s AI system layer • Defining how AI should work across Jobber, not just within a team • Building and evolving a multi-team organization to execute the vision • Making tradeoffs between speed, quality, and safety • Encouraging a shift from feature thinking to system thinking across teams • Engaging with company leadership to challenge assumptions

• Build strong, trust-based relationships between Jobber and our key customers • Lead deep discovery conversations to understand each customer’s business goals, challenges, and operating environment • Guide customers through complex onboarding activities, including data migration, third-party integrations, digital payments, and team enablement • Deliver tailored onboarding experiences through 1-to-1 training, proactive outreach, email campaigns, and group sessions • Clearly articulate the value of Jobber’s products, features, services, and partner ecosystem in ways that resonate with each customer • Partner cross-functionally with Product, Engineering, Sales, and Customer Success to share insights, customer feedback, and improvement opportunities • Contribute to the optimization of internal onboarding processes and scalable best practices • Stay current on Jobber product updates, industry trends, and evolving customer needs • Act as a role model on the team by operating with integrity, accountability, and a commitment to excellence • Develop deep expertise in supporting home service businesses and become a thought leader in this space

• Manage a team of Revenue Technology Admins while actively developing their skillset and technical effectiveness • Manage a wide array of senior and executive level contributors across the engineering and data org • Take ownership of all revenue technologies and associated initiatives • Work closely with technical leads on finding cohesion and space across multiple sprints and competing roadmaps • Work collaboratively with the leaders to drive the technology and overall Jobber strategy to accelerate the most strategic business outcomes • Drive and provide data driven recommendations to execute, monitor and communicate progress, trade-offs or decisions needed • Quickly and effectively, identify and clarify the critical issues and dependencies that need action and drive them through to closure. Communicate results clearly and in actionable form. Effectively balance business needs versus technical constraints • Builds trust across teams and generates broad support for the project/program • Recommends and drives areas of improvement within revenue technology and work with stakeholders to implement • Rapidly navigate new technology areas, dive deep into subject areas and bring information back to the right level of granularity • Ability to drive domain specific discussions, leading experts in the field through active problem solving • Develops a high quality plan that is organized into manageable pieces that can be individually owned • Identifies risks and issues and presents recommended response plans to stakeholders

• Lead end-to-end product development including product discovery, shaping, delivery, and ensuring successful outcomes. • Drive clarity and alignment across the team, stakeholders, and organization, fostering collaboration and ensuring shared understanding of product goals. • Conduct both qualitative and quantitative research to deeply understand customer needs, challenges, and behaviors — then synthesize these insights into actionable strategies that inform product decisions and enhance user experience. • Act as the voice of the customer within the organization, ensuring customer feedback is consistently integrated into the product development process. • Define and execute the roadmap, balancing short-term wins with long-term innovation. • Prioritize user and business impact, ensuring every product decision drives value for Jobber’s small business customers. • Build detailed product plans, oversee execution, and implement key success metrics. Iterate based on performance metrics, customer feedback, and evolving business needs. • Coordinate the release process, ensuring smooth and effective product launches while maintaining clear communication with all stakeholders involved.

• Own end-to-end product development for a new financial services product • Lead product discovery and delivery with teams • Define and evolve product roadmap • Develop understanding of the business and customer needs

• Be a brand champion • Research and recruit new brand partners • Build authentic relationships • Support content for other teams • Dig into the data • Drive impactful business results • Be a strategic contributor • Proactively optimize • Connect and engage with their network