Product Operations Lead - Monzo Mobile

Meetborderless; Greater London; On-site; GBP 73,000 - 99,000; Full time

Benefits offered by this job

Learning budget

Home office setup support

Macbooks provided

Job summary

Monzo is expanding its Product Ops function to ensure services we build can be serviced at scale with high quality for customers. The role sits at the intersection of product, tech and operations, shaping how product operations evolve within Monzo's delivery functions.

You will work with mobile teams and shape future operations while delivering tangible improvements to the customer journey across regulated environments.

Qualifications

• Significant experience applying product thinking to operational problems.
• Experience building and scaling operations from scratch to serve millions.
• Analytical mindset for scalable operational strategies.
• Strong attention to detail and structured problem-solving.
• Collaborative work across functions and teams.

Responsibilities

• Delivering operational excellence through product thinking: translate operations needs into product experiences.
• Customer Service Collaboration: work with support teams to ensure compliant and empathetic communication.
• Operational Delivery: ensure efficient, compliant delivery of core customer journeys.
• Data and monitoring: own KPIs to improve customer experience and risk management.
• Partner collaboration: work with MNOs and tech partners to improve operations.

Skills

Product thinking

Operations

Cross-functional collaboration

Data analysis

Problem solving

Job description

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/Cardiff/UK Remote | £72,900 - £98,700 + Incentive Awards tied to your performance + Benefits

Monzo Mobile is our new MVNO, launching in summer 2026, aiming to transform telecoms in the same way that we have transformed banking. We are focused on delivering a high quality product that rewards staying not switching, all managed in the Monzo app.

Our Product Ops 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 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.

You’ll play a key role by…

• Delivering operational excellence through product thinking: work with product managers, engineers and designers to translate operational challenges into product experiences
  Product Development: Share customer feedback, pain points and ideas with the Product Team, and help 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.
• Data and monitoring: Own key performance and risk indicators to improve customer experience and operational performance, and manage regulatory compliance with Risk & Governance
• Partner collaboration: Work closely with our partners including our MNO and tech partner to address the root causes of customer pain and dissatisfaction. Drive an internal and external culture of accountability.

We’d love to hear from you if you…

• Have significant experience applying product thinking to operational problems
• 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, companies and cultures.

It would be great if you also:

• Have worked in telecoms, for an MNO or MVNO
• Have worked in banking, or another similarly regulated industry

What’s in it for you

£72,900 - £98,700 + Incentive Awards tied to your performance.

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

• Quick call with a Monzo Recruiter
• Initial Call with the Hiring Manager
• Interview Loop: 1 x 'Case Study' Interview (60 Mins) + 1 x 'Leadership Behaviours' Interview (45 mins)

This process should take around 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.

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, 2026 Diversity and Inclusion Report and 2025 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