Staff Technical Program Manager, Operations

📍London or Remote (UK) | 💰Competitive base salary and stock options | Benefits

Help build the future of customer operations

We’re on a mission to make money work for everyone. Operations is at the heart of that mission. It’s where we help millions of customers, solve complex problems and keep Monzo safe. Now, we’re redesigning how customer operations work by bringing together intelligent automation, human expertise and world-class technology.

We’re looking for a Staff Technical Program Manager to lead complex company wide programmes driven by the Operations collective. You’ll turn ambitious ideas into clear plans, bring a large and varied group of partners with you and help teams deliver lasting change.

This role is about more than keeping work on track. You’ll shape how we work across the collective, influence domain and collective leaders across Monzo, connect technical delivery to operational outcomes and make sure change works for the people who use it every day.

What you’ll do

Lead programmes that cut through all operational domains at Monzo

You’ll lead high-impact programmes from strategy through to measurable outcomes. These may cover AI-powered customer support, tools that help our Customer Operations teams, or the platforms and processes behind millions of operational decisions.

Build strong partnerships at every level

You’ll work with a large and varied group of partners. This could include frontline Operations teams, subject matter experts, product and engineering teams, risk and compliance partners, senior leaders and executives.

Drive change, not just delivery

You’ll help the whole collective adopt new ways of working. You’ll understand how changes affect people, processes and technology, then build that into the programme from the start.

Key Responsibilities

• Lead end-to-end planning and execution of major product or platform programs that cross multiple teams and markets
• Manage cross-collective programmes:
  • Define programme roadmaps and milestones, set priorities, manage trade-offs, identify and manage the critical path and risks, ensure alignment with the business goals and ambition
  • Collaborate and communicate with multiple stakeholders, both technical and non-technical across the business to ensure alignment and speed of delivery
  • Manage dependencies, timeline and the sequencing of delivery
• Drive effective decision making to remove blockers
• Ensure operational effectiveness across your collective/area

You should apply if

• You have strong experience managing complex technology programmes or products from inception to launch
• You’re an exceptional communicator who can create clarity for technical and non-technical audiences
• You are comfortable working in a global business with a presence in multiple markets and want to be part of scaling this further
• You can work effectively with a diverse range of people and working styles to get stuff done, and are able to thoughtfully and constructively challenge and influence the people you work with
• You can make complex work easy to understand without losing the important detail
• You understand how functionality comes together (across products and platforms) to deliver value for users, and can proactively identify and mitigate delivery risks, and can propose and drive a technical solution
• You are comfortable personally diving deep into the data to make good decisions in complex situations where there’s often no “right answer”
• You can influence across teams even when you don’t manage them directly and can influence senior leaders, resolve disagreement and build alignment without relying on authority.
• You’ve driven organisation-wide change and can show how you supported adoption, not only delivery

You don’t need to match every point. If you’re excited by the role and believe you could have an impact, we’d love to hear from you.

What makes this role different

Most companies are adding AI to existing support processes. We’re redesigning the operating model itself.

You’ll help shape how intelligent automation and human expertise work together in a highly regulated environment. The programmes you lead will affect how teams across Operations work and how millions of customers get help.

You’ll have the scope to influence strategy, the responsibility to turn it into action and the chance to build ways of working that scale.

How we work 💻

Locations & Flexible Working

Our main tech hub is in London, but our engineers live everywhere in the UK— from Brighton to the Western Isles. 

We value meeting in person but there’s no pressure to come into the office, even if you're nearby. We believe you'll do your best work if you are where you want to be. If you live outside of London and we ask you to come into the office, Monzo will support you with the costs. ✨

Our offices are naturally social, especially Tuesdays, Wednesdays and Thursdays, which happen to line up with our twice-weekly Monzo lunches & treat Thursdays 🍽️. Teams also schedule time together often for work and play – in or around the office, or online.

Set up a work schedule that delivers impact and fits your life.

At Monzo, we value connections, flexibility, and wellbeing. We keep our meetings during core hours to stay connected and believe in maintaining work/life balance. 

You’ll be empowered to manage your work in a way that suits you and your team, giving you the freedom for children drop-offs and pick-ups, walking your dog or adventurous cat, avoiding peak commuting times or gym slots, appointments, or supporting your family in an emergency. 🕒✨

Work the way that works for you with Monzo! 💼

The interview process

1. Recruiter Call (30 mins) You'll meet our Engineering Leadership Recruiter to discuss your experience and learn more about Monzo. They'll be your partner and guide throughout the interview process.
2. Initial Call (45 mins) You'll meet with one of our engineering leaders. They'll ask you about your previous experience, in particular program execution and technical leadership. They’ll also make time to tell you about Monzo and answer your questions.
3. Loop Stage (3 hours) The Loop stage consists of 3 x 60 min interviews that take place over 1-2 days (depending on your availability).

All things going well, you'll have completed the hiring process 🚀

Our average process takes around 3-4 weeks but we will always work around your availability. You’ll have the chance to speak to our recruitment team throughout the process. If you’d like to ask a question sooner, email tech-hiring@monzo.com

What’s in it for you

💰Base salary range for this role is dependent on experience + equity + 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

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