Monzo
Principal Product Manager, Operations
Job Summary
This role is for a Principal Product Manager in Operations at Monzo, focusing on leveraging technologies such as machine learning and large language models to improve customer support. The position involves leading high-impact initiatives, coordinating with cross-functional teams, and shaping product strategy. Candidates should have extensive experience in launching complex products, excellent communication skills, and a user-centric, data-driven approach. The role offers flexible work arrangements, benefits like stock options and learning budgets, and emphasizes collaboration and innovation within a mission-driven organization.
Required Skills
Benefits
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 ❤️
Hear from our UK team about what it's like working at Monzo ✨
📍London or Remote UK | 💰 £120,000 to £160,000 (depending on experience) + stock options + Benefits | Product at Monzo | Hear from the team
About the role
As a Principal Product Manager in Operations, you will lead high-impact initiatives, using technologies such as ML and LLMs to enhance Monzo’s award-winning customer support. As a senior member of Monzo’s product team, you’ll be responsible for setting a high bar for impact and execution, requiring complex stakeholder alignment and coordination across multiple cross-functional teams. You’ll partner closely with directors in Product, Engineering, Data, and Design to help shape Monzo’s product strategy for Customer Support and drive innovation within the team.
You should apply if you:
- Have 5-10 years of experience successfully launching complex, high-impact products within a world-class, product-led organisation, including experience in online or mobile product management.
- Have led zero-to-one product launches, while maintaining operations on existing products or services.
- Thrive in a cross-functional environment, partnering with engineers, designers, and other teams to prioritise, design, and deliver high-quality systems and features.
- Possess high attention to detail and are uncompromising about user-centric design that elegantly addresses customer problems.
- Are data-driven and analytical, comfortable challenging assumptions or being challenged to ensure decisions are sound and well-supported by data.
- Lead through influence and vision, inspiring and guiding multiple teams with clarity on product direction and generating excitement around projects.
- Communicate effectively and persuasively with diverse audiences, structuring information to fit the audience and purpose, and handling complex information clearly.
- Relentlessly seek improvements, challenging the status quo to make tangible, positive changes for both customers and the business.
- Break down and solve complex problems systematically, applying analytical thinking and quantitative skills to identify core metrics and drivers of success.
- Prioritise effectively to maximise the impact of your work, balancing short-term needs with long-term strategic goals.
- Make sound decisions in ambiguity, understanding that in a high-stakes environment, there often isn’t one "right" answer.
- Bring creativity and fresh ideas, contributing novel solutions and nurturing creativity within the team.
- Inspire and motivate, effectively rallying people towards common goals and energising others to give their best.
- Build trust quickly, navigating diverse perspectives and managing disagreements constructively and empathetically.
- Share our excitement for Monzo’s mission in personal finance, and bring curiosity, humility, and a commitment to learning and growth for yourself and others.
The interview process:
Our interview process involves 4 main stages:
- Recruiter Call
- Initial Call with Hiring Manager
- Final Loop, consisting of x3 hour long interviews to assess Project Walkthrough, Case Study and Leadership
- A final stage with a VP or CPO within the Product team
Our average process takes around 5-6 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [email protected]
What’s in it for you:
💰 £120,000 to £160,000 depending on experience ➕ stock options & benefits
✈️ We can help you relocate to the UK
✅ We can sponsor visas
📍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, at times that suit you and your team.
📚 Learning budget of £1,000 a year for books, training courses and conferences
➕ And much more, see our full list of benefits here
If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.
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 😊
Monzo
Organise, save & invest with a free UK current account, joint account or business account. Make your money more Monzo.
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