Senior Product Operations Manager New London

We're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking. With our hot coral cards and get paid early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We're not about selling products - we want to solve problems and change lives through Monzo ️

Overview

This role spans our Core Accounts operations and you'll ensure our current, joint, and U16 accounts are supported by robust operations. You'll sit at the centre of multiple teams - Product, Engineering, Partnerships, Customer Operations, and Risk - and help shape how we engage millions of customers with everyday value.

You'll be responsible for identifying and project managing strategic, cross collective initiatives that improve customer experience and operational effectiveness at scale. From launching new products and features to refining existing journeys, you'll act as the voice of the customer within product squads, ensuring we build with both experience and operational readiness in mind.

You'll use data and customer insights to spot opportunities, prioritise the highest impact work, and drive measurable improvements. Alongside this, you'll bring structure to complex problems, align stakeholders across different teams, and ensure we deliver changes smoothly, compliantly, and with clear outcomes for our customers.

Responsibilities

• Identifying areas to improve customer experience through monitoring operational data and customer feedback
• Supporting launch of new products and features through being the voice of the customer for product squads and owning ops readiness and reporting
• Influencing Product Squad goals on high priority Core topics and unlocking strategic Core projects to achieve a better experience for our customers
• Running regular Customer Experience and Core Ops Health meetings, gathering inputs and sharing insights each month
• Partnering with Risk & Compliance to implement regulatory frameworks like Consumer Duty for our current account, joint account and U16 products
• Juggling multiple priorities and stakeholders from a range of seniority levels and Collectives
• Working with numbers, for example estimating 'size of prize' to support prioritisation and decision making
• Using Looker and Google Sheets (or equivalent) to evaluate trends and spot opportunities
• Ensuring complex operations run smoothly and compliantly with a detail oriented approach
• Bringing structure and clarity to ambiguity and having a track record of making things better at scale
• Communicating strongly and collaborating cross functionally

Benefits

• This role is based in our London office
• 12 month fixed term contract
• Flexible working hours and trust to work enough hours to do the job well, at times that suit you and your team
• £1,000 learning budget each year for books, training courses and conferences
• Set up to work from home; all employees are given Macbooks and if fully remote we provide extra support for your work from home set up

Equal Opportunity Employer

We're 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, or veteran, neurodiversity or disability status.