Lead Product Manager, Operations

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. 

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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

📍London or Remote in the UK | 💰 £115,000-£140,000 (depending on experience) + stock options + Benefits | Product at Monzo | Hear from the team

As a Lead Product Manager in Operations, you will lead high-impact initiatives, to enhance Monzo’s award-winning customer support. As a senior member of Monzo’s product team, you’ll be responsible for defining the strategy and setting a high bar for impact and execution, requiring complex stakeholder alignment and coordination across multiple cross-functional teams. You’ll partner closely with directors in Product, Engineering, Data, and Design to help shape Monzo’s product strategy for Customer Support and drive innovation within the team. We’re now gearing up for our next phase of growth, from 10 million to 20 million customers.

What you’ll be working on:

🚀 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 you’ll be working on: 

As a Lead Product Manager for our Ops team, you’ll ensure that we continue to meet and exceed the needs and expectations of our customers, and drive continued customer growth and scalability. 

That means you’ll:

• Create a product strategy for your area, balancing work to create long-term growth and engagement, and work to hit short-term targets.
• Collaborate with engineering, design, data, user research and marketing to identify and validate new opportunities.
• Lead the planning process and associated roadmap prioritisation ensuring alignment within the team and with wider business goals and objectives. 
• Create delightful experiences that solve user needs and pain points.
• Work with cross-functional partners (engineering, design, data, user research and marketing) to ensure projects are delivered on time and as planned, as well as with legal, compliance and regulatory affairs where relevant
• Communicate effectively. You get people inspired by the product vision and you share the right context with the right people at the right time.

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 and commercial. 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, marketing, 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 can systematically break down and solve complex problems.
• 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, especially the opportunity to help us scale and provide amazing customer experiences. 

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 VP or CPO 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:

💰 £115,000-£140,000 ➕ 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

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊