Product Operations Lead - Monzo Mobile

Monzo is a fintech company that is shaping the future of banking and emerging telecoms. The company started as a prepaid card and now offers a full suite of personal and business bank accounts, joint accounts, kids and teen accounts, credit cards and investment and pension services across the UK. Monzo's mission is to simplify financial services and empower customers through excellent product design and customer support.

About the Role

The Product Ops Manager sits at the intersection of product, technology and operations. They ensure that the products developed by the mobile team are sustainable, high quality and can be serviced at scale. While the day to day work is with the mobile team, the role also shapes the future of product operations across the organisation.

Responsibilities

• Deliver operational excellence through product thinking: work closely with product managers, engineers and designers to translate operational challenges into product experiences.
• Product development: share customer feedback, pain points and ideas with the Product Team to influence product direction.
• Customer service collaboration: partner with customer service to ensure efficient, compliant, and empathetic communication with customers.
• Operational delivery: ensure accurate, efficient, compliant and delightful delivery of key operational elements of the customer journey.
• Data and monitoring: own key performance indicators and risk metrics to improve customer experience and operational performance, and manage regulatory compliance.
• Risk & governance partner collaboration: work with partners such as MNOs and technology partners to resolve root causes of customer pain and dissatisfaction.
• Drive an internal and external culture of accountability.

Qualifications

• Significant experience applying product thinking to operational problems.
• Experience building and scaling operations for large user bases.
• Strong problem solving skills, structured approach and analytical mindset.
• Attention to detail and passion for achieving tangible results.
• Excellent collaboration skills across all levels, functions, companies and cultures.
• Desirable experience in telecoms, MNOs or MVNOs.
• Desirable experience in banking or another highly regulated industry.

What's in it for you

• Salary: £72,900 - £98,700, plus incentive awards tied to performance.
• Location: Role may be based in the London office or distributed within the UK with occasional ad hoc meetings in London.
• Flexible working hours and a focus on output rather than time spent.
• £1,000 learning budget per year for books, training courses and conferences.
• Work from home set-up: all employees receive a MacBook; fully remote workers receive additional support.
• Additional benefits available - see the full list on Monzo's website.

Application Process

Quick call with a Monzo recruiter.
Initial call with the hiring manager.
Interview loop: a 60 minute case study interview followed by a 45 minute leadership behaviours interview. The process typically takes about three weeks and is scheduled flexibly. AI usage guidelines are available on Monzo's website. The role will close once enough applications have been received; apply promptly to secure a spot.

Equal Opportunities Statement

Monzo is an equal opportunity employer committed to fostering a diverse and inclusive workforce. All applicants will be considered regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran or disability status, or neurodiversity. Applicants may use a preferred name; full or birth names are not required at the application stage.