Wave HQ

Product Manager

• Define and own the product vision and strategy for Financial Services for the Small Business product suite
• Lead platform modernization, including payments infrastructure migration, fraud exposure reduction, reliability improvements, and customer trust initiatives
• Own uptime, reliability, and observability commitments for payments surfaces
• Partner with Fraud/Risk Operations, Compliance, and Security on onboarding, underwriting, and fraud mitigation practices
• Collaborate with Accounting and Tax product leads to integrate payments and financial services workflows into the end-to-end SMB experience
• Manage stakeholders and business partners across Engineering, Design, Customer Success, Finance, Risk/Fraud Operations, Compliance, Security, and Marketing
• Build business cases, assess financial impacts, define and execute OKRs, and use data to prioritize opportunities and demonstrate product value
• Identify opportunities for AI to improve productivity, fraud detection, risk decisioning, operational workflows, and customer experience
• Present financial services strategy and plans as a subject matter expert
• Build and coach a high-performing product team
• Foster continuous improvement and operational excellence through retrospectives, coaching, and process refinement

Group Product Manager – Financial Services

Contract Specialist

• Own chargebacks and represent cases end-to-end, from informing the merchant and gathering evidence through disputing the chargeback to resolution
• Coach and educate small business owners on the dispute lifecycle and identify proactive ways to protect against future disputes
• Identify policy, procedure, and process improvements within Chargeback Operations
• Collaborate with Risk, Finance, and Product teams to reduce customer and Wave losses
• Develop positive relationships with business owners, vendors, banking partners, and other financial institutions while ensuring accuracy, efficiency, and professionalism
• Explain differences between card networks to customers
• Manage multiple priorities, including business-owner support by email and phone, building chargeback cases, assisting with fraud prevention and reporting, creating customer informational content, and addressing accounts receivable while meeting deadlines
• Analyze case insights and translate outcomes into improvements in chargeback efficiency and reduced collections

Group Product Manager – Financial Services

Chargeback Dispute Specialist – 1 Year Contract