Senior Product Manager, Risk Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop the long-term vision for Wave’s Risk & Payment Operations Platform.

• Create a cohesive strategy for operational workflows, decision-making, case management, and controls.

• Discover opportunities to minimize manual tasks through automation and scalable platform functionalities.

• Balance operational efficiency with regulatory obligations, risk management, and customer satisfaction.

• Construct the systems that empower teams to investigate, review, approve, monitor, and manage customer activities.

• Define and enhance operational workflows related to risk assessments, compliance procedures, fraud investigations, holds, reserves, disputes, and escalations.

• Develop user-friendly tools that assist internal teams in making consistent and effective decisions.

• Collaborate with stakeholders to remove operational bottlenecks and boost team productivity.

• Specify platform capabilities for rules management, decision orchestration, case management, audit trails, and workflow automation.

• Team up with Engineering and Data departments to lay down scalable foundations for operational decision-making.

• Create reusable platform services capable of supporting various operational use cases across the organization.

• Ensure systems are observable, measurable, and consistently improving.

• Champion customer experience within operational and risk-related workflows.

• Guarantee that operational processes are transparent, predictable, and minimize friction for legitimate customers.

• Collaborate with Support and Customer Success teams to enhance communication and resolution experiences.

• Assess the impact of operational decisions on customer trust and satisfaction.

• Act as the product leader for internal operations platforms within Payments.

• Align stakeholders from Product, Engineering, Risk, Compliance, Finance, Support, and Data.

• Propel prioritization and strategic decision-making in a highly cross-functional setting.

• Convey platform strategy, progress, and results to senior leadership.

⛳️ Requirements

• Over 6 years of Product Management experience, demonstrating success in fast-paced fintech settings or in guiding product strategy through critical growth phases.

• Profound knowledge of payments, financial operations, and navigating risk challenges specific to SMBs in payments or payroll.

• Experience implementing machine learning or AI-driven methods for fraud detection, mitigation, and automated decision-making.

• Proven success in constructing complex systems from the ground up within SaaS, payments, or highly operational environments.

• Exceptional communication and stakeholder management skills, with a proven history of aligning engineering, product, and diverse operational teams.

• Experience in designing and launching platform infrastructure, case management systems, workflow engines, and operational tools.

• Strong systems thinking skills with the ability to craft end-to-end workflows, utilize decision engines/rules systems, and implement process automation.

• Comprehensive understanding of compliance-driven requirements and relevant industry standards (e.g., AML, PCI-DSS, NACHA).

🏝️ Benefits

• Bonus Structure

• Employer-paid Benefits Plan

• Health & Wellness Flex Account

• Professional Development Account

• Wellness Days

• Holiday Shutdown

• Wave Days (extra vacation days during the summer)

• Get A-Wave Program (work from anywhere in the world for up to 90 days)