Customer Operations, Project Manager

• Help scale and innovate Customer Operations to support Monzo’s mission of making money work for everyone. • Support delivery of complex, cross-functional change projects impacting Operations. • Manage projects end-to-end across Operations, Product, COps Leaders, Global Ops, Learning & Development and Internal Comms. • Ensure operational readiness for new products and improvements across systems and processes.

• Experience managing complex operational and product-related projects in a fast-paced, regulated environment. • Deep understanding of programme and project management methodologies. • Develop and execute change-management strategies including stakeholder analysis and communication planning. • Identify, assess and mitigate risks and issues at project and programme level. • Plan, organise and prioritise complex workstreams effectively. • Track progress, measure impact and deliver concise reporting to stakeholders and leadership. • Build strong stakeholder relationships and communicate clearly with diverse audiences. • Work independently as a self-starter and collaborate effectively across project teams. • Experience working with Product teams and understanding operational readiness for launches. • Use data effectively and request the right data to validate and support change.

• Experience in financial services or highly regulated environments. • Experience working with global or distributed operations teams. • Familiarity with operational maturity frameworks or scaled change-management functions. • Exposure to customer operations at high-growth technology companies. • Experience delivering multi-disciplinary change initiatives across large organisations.

• Project manage complex cross-Operations changes involving multiple teams and stakeholders. • Provide visibility to stakeholders on upcoming changes, risks, and plans. • Build and maintain strong partnerships across disciplines to navigate conflicting priorities. • Contribute to maturing change-delivery practices across the Operations function. • Lead end-to-end delivery of assigned projects, ensuring alignment, readiness and smooth execution. • Act as a role model for effective, structured and transparent change management. • Drive effortless experiences for COps teams and customers through well-planned and well-executed change.

• £50,200–£63,450 salary plus share options. • Fully remote within the UK with flexible working hours. • £1,000 annual learning budget for books, courses and conferences. • MacBook and home-workspace support for remote employees. • Comprehensive benefits package including additional perks. • Inclusive and supportive workplace committed to diversity and equal opportunity.

Monzo is a UK digital bank on a mission to make money work for everyone, offering modern financial products, award-winning support and simple, transparent banking experiences. Its Operations teams play a critical role in scaling safe, innovative customer experiences.