Wave HQ

Product Operations

• Define the long-term vision for Wave’s Risk & Payment Operations Platform
• Establish a unified strategy for operational workflows, decisioning, case management, and controls
• Identify opportunities to reduce manual effort through automation and scalable platform capabilities
• Balance operational efficiency, regulatory requirements, risk management, and customer experience
• Build the systems that enable teams to investigate, review, approve, monitor, and manage customer activity
• Define and improve operational workflows across risk reviews, compliance processes, fraud investigations, holds, reserves, disputes, and escalations
• Create intuitive tooling that helps internal teams make consistent and effective decisions
• Partner with stakeholders to eliminate operational bottlenecks and improve team productivity
• Define platform capabilities for rules management, decision orchestration, case management, audit trails, and workflow automation
• Partner with Engineering and Data teams to establish scalable foundations for operational decision-making
• Create reusable platform services that can support multiple operational use cases across the business
• Ensure systems are observable, measurable, and continuously improving
• Advocate for customer experience within operational and risk-related workflows
• Ensure operational processes are transparent, predictable, and minimize friction for legitimate customers
• Partner with Support and Customer Success teams to improve communication and resolution experiences
• Measure the impact of operational decisions on customer trust and satisfaction
• Serve as the product leader for internal operations platforms across Payments
• Align stakeholders across Product, Engineering, Risk, Compliance, Finance, Support, and Data
• Drive prioritization and strategic decision-making in a highly cross-functional environment
• Communicate platform strategy, progress, and outcomes to senior leadership

Senior Product Manager, Risk Operations