Product Operations Lead - Monzo Mobile

Job description

🚀 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 ❤️ 📍London/Cardiff/UK Remote | 💰£72,900 - £98,700 + equity + Incentive Awards tied to your performance + Benefits ✨ Monzo Mobile is our new MVNO, launching in summer 2026, aiming to transform telecoms in the same way that we have transformed banking. We are focused on delivering a high quality product that rewards staying not switching, all managed in the Monzo app. ⭐ Our Product Ops team Product Ops at Monzo sits at the intersection of product, tech and operations. Product Ops managers are responsible for ensuring that the products we build can be serviced sustainably and to the high quality that Monzo customers expect. Product Ops is a relatively new team at Monzo, so while your day to day will be spent with the mobile team, you will also be partly responsible for shaping the future of product operations at Monzo, and how it can become a key part of our delivery functions. 🔑 You’ll play a key role by… Delivering 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 our customer service team to ensure we communicate efficiently, compliantly, and empathetically 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 the root causes of customer pain and dissatisfaction. Drive an internal and external culture of accountability. 🤩 We’d love to hear from you if you… Have significant experience applying product thinking to operational problems Are excited by building and scaling operations from scratch to serve millions of people. Enjoy 'getting things done' and achieving tangible outcomes. Thrive in ambiguity, ask incisive questions, and take a structured approach to problem-solving. Are analytical in developing scalable operational strategies. Pride yourself on strong attention to detail. Work collaboratively with people at all levels and across functions, companies and cultures. &l