Wave HQ

• 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

• Drive Organic Growth • Develop and execute organic growth initiatives across SEO, AI search, and owned digital experiences that increase qualified traffic, sign-ups, activation, and revenue. • Develop Wave's approach to Answer Engine Optimization (AEO) and Generative Engine Optimization (GEO). • Monitor shifts in search and discovery behaviour, identifying opportunities to strengthen Wave’s visibility and market leadership. • Evaluate emerging channels, technologies, and AI platforms that influence how small business owners discover solutions. • Establish reporting and dashboards that provide clear visibility into performance and impact. • Lead Website Experience & Optimization • Own the website strategy, roadmap, and performance across Wave’s digital properties. • Ensure the website effectively delivers a best-in-class experience that supports acquisition, education, activation, and conversion. • Build and lead a robust experimentation program focused on improving conversion rates and customer journeys. • Partner with Product, Design, and Lifecycle Marketing teams to optimize key customer website flows. • Drive Search Excellence & Content Authority • Lead technical SEO, site architecture, structured data, and content optimization initiatives. • Build strategies that increase Wave's visibility, authority, and recommendation rates across traditional and AI search experiences. • Partner with Product Marketing and Content teams to create search-informed content that drives acquisition and engagement. • Continuously test and refine messaging, topics, and format based on data and audience insights.

• Play a crucial role in the product development lifecycle. • Work collaboratively with fellow product designers, researchers, content strategists, product managers, engineers, and customer support. • Craft user-centered experiences that help micro business owners thrive by crushing business financial management complexity. • Navigate user and business needs during the discovery phase and iterate on product design solutions. • Understand and engage in the creation and evolution of Wave's product strategy. • Create and execute a research plan in partnership with the User Research Team, conducting concept testing, usability testing, and user interviews.

• Performing complex fraud investigations using a wide variety of data in order to accept, reject or refer transactions for further investigation. You're a self-proclaimed (risk) detective! • Assessing the chargeback risk of each business and working directly with small business owners to establish good business practices to protect themselves against disputes. • Demonstrating strong attention to detail in minimizing fraudulent activities, identifying risk exposure, and determining regulatory or compliance violations • Looking for opportunities to improve the way we currently work to support efficiencies and process improvements.

• Acting as the trusted advisor and accounting department for Wave’s small business clients. • Responsible for owning bookkeeping accounts for clients within their portfolio in order to meet individual revenue targets and contribute to the team’s overall revenue targets. • Supporting clients by using Wave’s software to import and categorize transactions, reconcile their accounts, complete monthly bookkeeping, generate their financial statements, and flag potential bookkeeping issues with their clients. • Using judgment to set appropriate expectations with clients and being able to meet or exceed these expectations. • Meeting with clients on virtual calls on a recurring schedule to review their books. • Clearly conveying accounting concepts in lay terms to the client and answering any bookkeeping-related questions. • Providing exceptional customer service and building trusting relationships with clients by demonstrating accounting expertise on review calls and offering timely responses to clients via email. • Collaborating with peers and supporting other members of the team by sharing their experiences with the team.

• Performing complex fraud investigations using a wide variety of data in order to accept, reject or refer transactions for further investigation. You're a self-proclaimed (risk) detective! • Assessing the chargeback risk of each business and working directly with small business owners to establish good business practices to protect themselves against disputes. • Demonstrating strong attention to detail in minimizing fraudulent activities, identifying risk exposure, and determining regulatory or compliance violations. • Looking for opportunities to improve the way we currently work to support efficiencies and process improvements.

• Take ownership of the design and implementation of modern AI stack components, including data ingestion for AI/ML workloads and end-to-end model training and serving pipelines. • Build and manage fault-tolerant AI platforms that scale economically. You will balance the maintenance of legacy models with the rapid development of advanced, scalable solutions. • Provide technical mentorship to junior engineers and foster a collaborative environment. You will act as a bridge between data science and production engineering. • Promote best practices in coding, testing, and MLOps. You thrive in ambiguous conditions by independently identifying opportunities to optimize model pipelines and improve AI workflows. • Partner with data scientists, product managers, and software engineers to translate business needs into technical requirements and integrate AI solutions into production applications. • Enforce model quality standards, integrity, and reliability. You will be responsible for implementing model lineage, fairness, and privacy controls within the automated pipelines. • Build monitoring frameworks to track model performance and system KPIs, ensuring our AI initiatives drive measurable business outcomes.

• Lead a team that creates high-impact content that educates, inspires, and converts small business owners at every stage of their journey—from awareness to activation and growth. • Develop and execute a content strategy that fuels our product-led growth motion, deepens customer engagement, and amplifies the Wave story across multiple channels, including blog, lifecycle, social, video, and in-product education. • Partner closely with Product Marketing, SEO, and Growth Lifecycle teams to deliver full-funnel, insights-driven content that drives measurable business results.

• Staff Engineers partner with Engineers, Product Managers, and Designers to solve complex, high-impact problems and deliver scalable solutions. • As a staff engineer, you shape technical direction, design systems for scale and reliability, and guide teams through sound architectural decisions. • As a Staff Engineer in the Embedded Services pillar, you will serve as the architectural lead for the Payments, Payroll and Risk solutions that drive our organization's revenue, shaping the technical strategy and long-term roadmap for some of our most critical features. • You will be a hands-on partner to our engineering teams as we tackle high-stakes scalability challenges, with a particular focus on scaling systems for peak performance and cost-efficiency. • A major part of your impact will involve guiding teams through the evolution of our ecosystem, leading the strategic migration of legacy monolithic code into modern, high-performance distributed systems. • You work across a range of technologies, helping evolve our stack and evaluate new approaches. • This is an individual contributor role with no direct people management responsibilities, relying on influence, technical leadership, and cross-team alignment to drive impact.

• Acting as the trusted advisor and accounting department for Wave’s small business clients. • Responsible for owning bookkeeping accounts for clients within their portfolio in order to meet individual revenue targets and contribute to the team’s overall revenue targets. • Supporting clients by using Wave’s software to import and categorize transactions, reconcile their accounts, complete monthly bookkeeping, generate their financial statements, and flag potential bookkeeping issues with their clients. • Using judgment to set appropriate expectations with clients and being able to meet or exceed these expectations. • Meeting with clients on virtual calls on a recurring schedule to review their books. • Clearly conveying accounting concepts in lay terms to the client and answering any bookkeeping-related questions. • Providing exceptional customer service and building trusting relationships with clients by demonstrating accounting expertise on review calls and offering timely responses to clients via email. • Collaborating with peers and supporting other members of the team by sharing their experiences with the team.