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Product Operations Manager, Telecoms

London; Remote (UK)

🚀 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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

 

London/UK Remote | 💰£50,200 - £67,900 + Benefits | Hear from the team ✨

We’re creating a small team to plan, and build out Operations for new mobile telephony services we’d like to launch. We’re looking to hire someone with deep industry expertise who can help us build market leading customer operations for telecoms.

⭐ Our Product Operations 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/telecoms 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.

Your Day to Day:

  • Operational Expertise: Act as the operational knowledge hub for mobile, assisting Product teams in creating efficient, integrated experiences for our customers.
  • Relationship Management: Oversee the effectiveness and monitor our third party providers, including networks and tech partners

Compliance and regulatory insight: act as a source of knowledge on Ofcom regulations within the product team

  • Best Practices: Champion best practices within the team for all internal operations, both supplier-facing and customer-facing.
  • Product Development: Share customer feedback, pain points and ideas with the Product Team, and help them 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.

🤩 We’d love to hear from you if you…

  • Have significant experience in operations for a MNO, MVNO or telecoms provider
  • Robust understanding of Ofcom regulations
  • 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 and cultures.
  • Have experience working for or with financial services companies or banks

🙌 What’s in it for you

💰 £50,000 - £67,900 ➕ share options.                                                                                                

📍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, 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

  • Short call with a Monzo Recruiter
  • Short video-call with Hiring Manager
  • Full Loop: 2 x video-interviews (usually scheduled within the same week)

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 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. Unfortunately we are unable to offer visa sponsorship for this opportunity, so only applicants with the Right to Work in the UK will be considered.

If you're successful in applying for this role, we'll work with you to find a start date. In some cases, there might be a delay in when you can be released from your current role so that we can make sure things continue to run smoothly. We’ll be sure to communicate this with you and keep you updated.

 

#LI-REMOTE

#CM-1

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, 2024 Diversity and Inclusion Report and 2024 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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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:

  • Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
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For more information on how we'll use this data, please read our candidate privacy notice.

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