📍London or Remote in the UK | 💰 £95,000-£115,000 ➕plus stock options &  Benefits 

⭐ Our Operations Team

🚀 Our Mission: The Operations team is on a mission to deliver an effortless experience for everyone - helping Monzo deliver on its mission of making money work for everyone.

💭 Our Strategy: 

• We enable the efficient growth of the company 🌍 creating and revising the operating model and systems that scale as Monzo grows, that give us repeatability and flexibility and allows us to safely diversify into new products and locations
• We obsess over customer service experience and good customer outcomes 💖 that add value to the business and helps us to improve customer loyalty as we grow
• We build lean, tech-led servicing experiences, first 📱

What we’re working on

The Customer Operations team provides tech-led and human-led support experiences for our customers. We don’t just solve customer problems - we aim to improve customer satisfaction and product engagement by providing effortless, fast, and empathetic support. 

Our Operations tech team has three focus areas:

1. Creating in-app experiences that enable customers to solve their own problems. This includes the Help areas of the app and an AI Assistant in Chat.
2. Internal tooling that enables our ~4,000 customer support agents to give the best possible support for customers. 
3. Workforce management systems that connect our customers to high-quality support as quickly as possible

⚡️ Operations is an area where you’ll have the opportunity to support the customers who need Monzo’s help the most, including Vulnerable Customers. It’s a complex, data-driven problem space where outcomes-obsessed problem-solvers thrive. We are investing heavily in Machine Learning models and Artificial Intelligence to identify problems and automate solutions. Recent GenAI features include search snippets, AI Agent in chat, chat summarisation, and complaints investigation notes.

What you’ll be working on:

• Identify the biggest problems to solve that deliver customer and business value. Develop an actionable product vision and strategy that ladders up to the 3-year Operations strategy, informed by user insights and business goals. 
• Get support for your strategy by sharing the right context with the right people at the right time.
• Collaborate with engineering, design, data, user research and Operations to break down problems and then identify and validate new opportunities.
• Create delightful experiences that solve user needs and pain points. You’ll have a deep understanding of the needs of internal ‘power users’. 
• Work with cross-functional partners (engineering, design, data, user research and Operations) to deliver on goals by launching and iterating on products.

You should apply if:

• You’ve shipped world-class products at a fast growing company.
• You have a track record of leading the development of market-leading value propositions that drive significant growth at scale.
• You're data-driven. You can unpick complex problems and identify trade-offs and second-order effects. You’re adept at making complex problems simple.
• You have a proven track record of making an impact through experimentation and optimisation.
• You can work effectively with a diverse range of people and working styles - spanning engineering, design, data, user research, operations, legal and compliance - to get stuff done.
• You’re able to motivate, energise and inspire people towards a common goal.
• You’re passionate about building value for customers and not just achieving business results.
• You’re intellectually honest about your work's performance, continually striving for improvement. 
• You’re able to make good decisions in complex situations where there’s often no “right answer”. 
• You have the urge and resilience to challenge the status quo and make things better, and are full of creative ideas for how to do so.
• You’re a fast learner, humble and curious, and enjoy learning every day and sharing your knowledge and experience.
• You’re excited by what we’re doing at Monzo and the problems inherent to Customer Operations.

The interview process:

Our interview process involves 4 main stages: 

• Recruiter Call 
• Initial Call with Hiring Manager 
• Final Loop, consisting of x3 hour long interviews to assess Project Walkthrough, Case Study and Leadership.
• A final stage with a Director or VP within the Product team

Our average process takes around 5-6 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on tech-hiring@monzo.com

What’s in it for you:

💰 £95,000-£115,000 ➕ plus stock options & benefits

✈️ We can help you relocate to the UK

✅ We can sponsor visas.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc - at least monthly - meetings in London).

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

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