Product Operations Manager, Subscriptions

📍London or Remote | 💰 £48,000 - £65,000 + Benefits 

About Monzo

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. 

About the Subscriptions squad

This is the team behind our two subscription products: Monzo Plus, which is a freemium software product that helps customers manage their money better; and Monzo Premium, which is a packaged bank account that gives people peace of mind with phone and travel insurance in one place. We have grand plans to launch new subscriptions and features that go even further in helping our customers and their families. 

Subscriptions are already an important revenue stream for Monzo, and a huge part of our company strategy. The number of subscribers has grown substantially over the last three years since launch and we’re now looking to hire someone to help us scale them through the next phase of design and growth. 

We are a small team with a strong sense of ownership, and you’ll be the first operations hire into the team. 

You’ll be responsible for overseeing day-to-day operations of Monzo’s subscription business. As well as setting operations strategy and optimising key processes to help us safely scale our subscriptions to millions of users. You will be able to leverage our established and award-winning customer service operations whilst also working closely with the Product, Engineering, Partnerships and Risk & Compliance teams to deliver a delightful experience for our users. In time, your remit may also expand to cover other products.

Your day to day

• Develop operational strategies and processes to support the growth, scalability and stability of Monzo's subscription business

• Own and ensure accurate, efficient, compliant and delightful delivery of the key operational aspects of subscriptions, including acting as the main point of contact for operational escalations

• Act as a driver of best practice within the Subscriptions squad for all internal ops (supplier-facing and customer-facing), 

• Collaborate with product managers, engineers, and designers to improve the product and customer experience

• Collaborate with our customer service team to ensure we are effectively and compliantly speaking to our customers in the right way, and delivering great and timely service

• Monitor key performance indicators to identify and implement solutions to improve the customer experience and commercial or operational performance

• Monitor key risk indicators to identify emerging risks, and implement mitigations

• Project manage the implementation and ongoing monitoring of key pieces of regulation like Consumer Duty

• Oversee effectiveness and monitoring of third party providers, and work with the Commercial & Partnerships Manager to identify opportunities to improve our partnerships and ways of working

• Ad hoc project manage the implementation of new initiatives, such as supplier integrations, where appropriate

You should apply if you

• Have a proven track record of designing and overseeing operations within financial services, banking or another regulated industry, and as a bonus:

• Experience working in a high growth company

• Experience of launching and scaling a consumer product

• Have experience designing and managing operations with third party providers

• Enjoy ‘getting things done’ and finding ways to drive tangible outcomes

• Thrive in ambiguity, ask incisive questions and take a structured approach to problem-solving

• Have the urge and resilience to challenge the status quo and make things better

• Are analytical in your approach to developing scalable ops strategies, and can identify key metrics and their drivers to evaluate the success of your work

• Are someone who prides themselves on a strong attention to detail

• Are someone who works collaboratively with people at all levels and across functions and cultures 

• Are someone who’s able to communicate clearly and persuasively

• Are a fast learner, who’s humble and curious

• Are excited by building things from scratch and scaling them to millions of people

What’s in it for you:

💰 £45,000 - £65,000 ➕ 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

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 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.

Please apply for this job with your Monzo email address so that Greenhouse automatically tags you as an internal applicant. We keep our updates to email instead of Slack (so we can easily send from Greenhouse and keep proper records), so make sure you check your Monzo mail 😊