Product Operations Manager (Cards)

🚀 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 ❤️

London/UK Remote | 💰£50,200 - £70,000 + Benefits ✨

⭐ Our team

The Payments Collective is the vital engine at the core of Monzo, powering every product and service that moves money for our customers. Product Operations is embedded across this entire collective, dedicated to ensuring our teams, products, and services operate with maximum efficiency and uphold the highest standard of excellence. This focus is what enables us to safely and reliably scale our payments ecosystem to millions of users, both in the UK and internationally.

About the role

As our Product Operations Manager, you will be pivotal in the next phase of scaling our card payments offering. You'll build robust, efficient, and seamless operational processes that allow our 'hot coral' cards to work flawlessly for millions of users globally. Embedded within our Cards group, you'll be the crucial link between the technical product and real-world customer experience, ensuring operational excellence and acting as the voice of both the customer and Customer Operations to drive global, scalable solutions.

🔑 You’ll play a key role by...

• Strategically owning, designing, and automating end-to-end operational processes for the Cards Group, driving down operational toil to ensure highly reliable and scalable card payments.

• Leading our authorisation and authentication strategy, and resolving critical merchant acceptance and clearing issues to ensure our 'hot coral' cards are accepted across the world.

• Utilising a data-driven approach to analyse customer problems and process inefficiencies, prioritising and proposing solutions that improve customer outcomes.

• Partnering closely with Customer Operations to optimise support and streamline internal processes, acting as the voice of the customer.

• Developing the systems, practices, and tools required to unblock the team and maintain a state of operational excellence

• Continuously monitoring and analysing key performance indicators (KPIs), including approval rates, to inform and optimise our authorisation decisioning, customer communications, and in-app flows.

🤩 We’d love to hear from you if…

• You have experience working within operations, banking or with card issuers/acquirers

• You have solid experience working within a card payments ecosystem

• You can build and scale complex operational systems

• You’re a self starter, proactive, have a strong sense of ownership, and thrive on ambiguity.

• You’re comfortable getting into the details of technical systems and working with engineering teams

🙌 What’s in it for you

💰 £50,200 - £70,000 ➕ Benefits

📍This role can London based OR distributed 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 Monzo Recruiter

• Video-call with the Hiring Manager

• Full Loop: 2 x GoogleMeet interviews (45 - 60 minutes each)

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.

⏳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.

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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 😊