Senior Product Manager, Operations

• Location: Anywhere in the UK. We have a flexible working model with offices in central London and Cardiff?

• Salary and package: We have a levelling framework for our Product Managers, depending on your experience, salary for this role can range from £80k+ (and share options). To read more about our other benefits, scroll to the bottom of this link - https://monzo.com/careers/ ?

About Monzo

Monzo is the main challenger bank in the UK. 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.

As a PM you’ll work across a huge product scope, having full autonomy for your squad’s focus within our wider business and product strategy. You’ll prioritise thoughtfully within that huge area so that we operate with the highest leverage and impact.

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

Product Managers at Monzo enjoy tremendous scope and responsibility. Product Managers work at the core of multi-disciplinary teams that operate with autonomy and initiative to build and improve products that have demonstrable positive impact on our customers’ lives. PMs and their teams set big, ambitious goals and then have freedom to determine how to meet them. 

About the team:

The mission of this team is to get the right work to the right Agent at the right time. The Customer Operations Squad is responsible for building tools and processes that enable us to do this in effective ways for our customer, our Agents (or “COps” as we call them) and Monzo. We also work closely with other operational squads to make sure our customer’s support needs are met through self-serve and automation as much as possible. We also take a similar approach with our COps, by automating their tooling so they can spend less time hunting for information or typing out notes, and more time supporting our customers.

“This team is responsible for getting the right work to the right COp at the right time.” 

Alongside key product management skills, values and ways of working are super important to us. Our Product Managers should actively want to build relationships with their team in order for them to bring their best selves to work. We don’t refer to our Engineers, Data Scientists, Designers, or Researchers as ‘resources’ - they are all individuals, and should be treated as such. We work as a team and our achievements are celebrated as a team ?

As part of your role, you will:

• Work with a multidisciplinary team to find the best path to meeting your squad goals and our business objectives. 

• Be making key business decisions that will impact how our Customer Operations team provides help to our customer support agents (or COps, as we call them), and helping to make their jobs easier in the process. 

• Work with our Outsourced COp teams to effectively use their talents and expertise to further improve Monzo’s support services.

• Make data driven decisions and are confident working with technical individuals from various disciplines across machine learning, and data. 

• Work iteratively and collaboratively with design, engineering, research, data, legal, compliance and many others to refine your plan and execute against it effectively.

• Track and monitor how we’re doing with core metrics for your area, and new ones you develop with the team for the work you’re doing. Iterate and improve on your work to hit our goals and create value for our customers.

You’ll do great here 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!

• Bonus - If you’ve worked with internal tooling, specifically customer facing internal tools. 

Diversity and inclusion is a priority for us. If we want to solve problems for people in the UK and throughout the world our team has to look like our customers. This means we have to attract the best talent and create an environment which supports and includes them. Doing this is deeply important to us. You can read more about diversity and inclusion on our blog. And if you prefer to work part-time, from home, or as a job share we’ll make this happen wherever and whenever we can -- whether this is to help you meet other commitments or strike a great work-life balance.

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