Product Operations Lead - Monzo Mobile

Monzo is an innovative fintech company that is transforming the way people interact with money and mobile services. The Product Ops Manager role sits at the intersection of product, technology and operations, ensuring that the products we build are sustainably serviceable and meet the high quality standards Monzo customers expect.

Responsibilities

• Deliver operational excellence through product thinking: work 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 and help shape our product and what we build next.
• Customer Service Collaboration: work closely with the customer service team to ensure efficient, compliant and empathetic communication with our customers.
• Operational Delivery: ensure accurate, efficient, compliant and delightful delivery of key operational elements of the customer journey.
• Data and Monitoring: own key performance and risk indicators to improve customer experience and operational performance, and manage regulatory compliance with Risk & Governance.
• Partner Collaboration: work closely with our partners, including our MNO and tech partner, to address root causes of customer pain and dissatisfaction and drive a culture of accountability.

Qualifications

• Significant experience applying product thinking to operational problems.
• Excitement about building and scaling operations from scratch to serve millions of people.
• Enjoy getting things done and achieving tangible outcomes.
• Thriving in ambiguity, asking incisive questions and taking a structured approach to problem solving.
• Analytical in developing scalable operational strategies.
• Strong attention to detail.
• Collaborative working with people at all levels and across functions, companies and cultures.

Desired Qualifications

• Experience in telecoms, for an MNO or MVNO.
• Experience in banking or another similarly regulated industry.

Benefits

• Work can be based in the London office or be fully distributed within the UK.
• Flexible working hours with trust to work the amount of time needed to do the job well.
• A £1,000 yearly learning budget for books, training courses and conferences.
• Macbooks provided to all employees; fully remote workers receive additional home office support.

Equal Opportunity Employer

Monzo is an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. Diversity and inclusion are priorities for us, and we are committed to fostering an inclusive environment for all people to thrive.