Product Operations Manager, Telecoms

About Us

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 ❤️

The Role

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.