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Director of Customer Operations

Ireland

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

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

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 team about what it's like working at Monzo ✨

 

📍Dublin, Ireland | 💰€118,000 - €150,000 + Benefits | Hear from the team ✨

⭐ Our Customer Operations team

As the Director of Customer Operations EU, you will be responsible for leading and overseeing the customer operations function across the European region. Based in Ireland, you will manage our outsourced partners to deliver exceptional first-line customer service and collaborate closely with internal teams to ensure alignment across the Monzo group. Your leadership will drive operational excellence, enhance customer satisfaction, and align operations with the strategic goals of the organisation.

🔑 You’ll play a key role by…

  • Overseeing and managing outsourced partner relationships to ensure top-tier customer service delivery
  • Leading first-line customer operations strategies and leveraging technology to enhance support
  • Driving operational excellence across the EU using data analytics and customer insights
  • Contributing to the strategic direction of customer operations, aligning with company goals
  • Building and leading a high-performing team with a focus on professional growth and development
  • Developing and implementing performance metrics and KPIs for partner evaluations
  • Ensuring compliance with regulatory requirements and company standards
  • Advocating for customer needs and operational improvements within Monzo and through partnerships

🤩 We’d love to hear from you if…

  • You have extensive experience in customer operations management and a proven record of success with outsourced partners
  • You possess a deep understanding of customer service processes and have consistently driven operational improvements
  • You excel in leadership and communication, with the ability to influence stakeholders across various levels and functions
  • You have a knack for analysing complex problems, interpreting data, and making strategic, informed decisions
  • You thrive in a multinational environment and bring valuable global perspectives to the table


🙌 What’s in it for you

💰 €118,000 - €150,000 salary range ➕ share options

✅ We can sponsor your visa

📍 This role is based in our Dublin office

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team

📚 £1,000 learning budget each year to use on books, training courses and conferences

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup 

➕ Plus lots more! Read our full list of benefits

🌈 The application journey has 3 key steps

  • Recruiter call (30 mins)
  • Initial call with the Hiring Manager (30 mins)
  • 2 hours of behavioural and technical interviews

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to business-hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

#LI-OS1 #LI-REMOTE

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, 2023 Diversity and Inclusion Report and 2023 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 😊

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. 

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

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