Lead Product Manager, Operations & AI

📍London or Remote (UK) | 💰 £115,000 to £140,000 + Benefits | Product at Monzo

Product at Monzo 

We’re looking for a Lead Product Manager to join our team and help us build one of the best, most innovative banks in the world.

Monzo is the lead challenger bank in the UK with a mission to Make Money Work for Everyone. In the last few years we’ve built a banking app with extremely high daily engagement and an NPS that’s consistently above 70. More than 10% of UK adults have a Monzo account already, but we have a global ambition and the opportunity to impact hundreds of millions - perhaps even billions - of lives. 

Product is at the heart of this ambition. As a PM you’ll lead a multi-disciplinary team to set big, ambitious goals for an entire product area, and have the freedom to decide how to meet them. You’ll operate with autonomy and have a massive impact on our customers’ lives and Monzo’s success.

About the Operations Team:

The customer Operations team provides tech-led and human 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. As well as building customer experiences ourselves, we help all product teams at Monzo build better products by developing a system of reusable components that other teams can use.
2. Tooling that enables our ~3,500 customer support agents to give the best possible support for customers
3. Workforce management systems that ensure our customers are connected to high-quality support as quickly as possible

⚡️ We also own Monzo’s Generative AI tools. This includes customer-facing features such as search snippets and automated chat, and internal tools such as text summarisation and data classification.

What you might be working on: 

• Define and deliver a product strategy for embedding Generative AI at Monzo.
• Define and deliver a product strategy for how customer support can improve product engagement, customer retention, and customer satisfaction.
• Systems that identify and diagnose customer problems throughout the entire Monzo experience.
• Effortless in-app customer support journeys (including automated chat) that solve our top customer problems, as well as re-usable tools that enable other teams to do the same (including help articles and workflows). Key success metrics include handling time reduction, customer self-serve rate, and customer satisfaction.
• Reduce the workload of our Customer Operations team by making it more efficient for them to provide support. Key success metrics include resolution time per task and customer satisfaction.
• Build systems that enable us to accurately forecast and schedule the hours of our Customer Operations team members.
• Define and deliver on a product strategy to increase customer satisfaction metrics - including TrustPilot, AppStore ratings, NPS, and CSAT. Implement and improve sources of data where needed.

Your role:   

• Define and deliver on a 2-3 year product strategy for your area.
• Find the quickest path to highest impact. Set and be accountable for ambitious goals that balance improving the customer experience with enabling Monzo to scale efficiently.
• Take ideas wherever they come from -- our job is to do the best thing, not to come up with every idea or be right all the time. It’s to find the right answer and iterate fast.
• Communicate effectively with people of all levels of seniority. You’ll get people inspired by the product vision and you’ll share the right context with the right people at the right time.
• Work iteratively and collaboratively with design, engineering, research, data science, compliance and many others to refine your plan and execute against it effectively.
• Spread your knowledge and experience and mentor other product managers while also continuously learning.
• Shape Monzo’s product strategy by sharing insights from your work.

You should apply if:

• You’ve shipped world-class products at a fast growing company.
• You’re passionate about building value for customers and not just achieving business results.
• You’re data driven, passionate about metrics, and intellectually honest about how your work is performing -- and driven to continuously improve it.
• You’re comfortable working in a deeply collaborative, highly technical team
• You’re passionate about learning every day and sharing your knowledge and experience every day.
• What we’re doing here at Monzo excites you!

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.

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 [email protected]

What’s in it for you:

💰 £115,000 to £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 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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