Customer Strategy & Operations Manager

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

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 team about what it's like working at Monzo

San Francisco, New York or Remote (USA) $115,000 - $175,000 (dependant on location) + Equity

Monzo is a leading financial technology company, with over 8 million customers, committed to providing modern banking solutions.

In the last few years, we've built a banking app that our customers love - with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support.

Today we are the 7th largest bank in the UK and we've raised over $1 billion from CapitalG, YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others - most recently at a $5 billion valuation.

We were founded to make money work for everyone. With that in mind, Monzo is investing to accelerate our US expansion. We're a small team operating like an early stage startup in the US but with the financial, operational, and engineering platform muscle of a larger company.

We're focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We're looking for highly driven, enterprising people to help us achieve our mission and bring the Monzo magic to the US.

The Role

We're looking for an experienced manager to be an empathetic leader for our distributed Customer Operations (COps) team. You'll directly manage a team of US-based associates, as well as indirectly manage the performance of our off-shore partners who support US customers.

What you'll be working on :

• Building and implementing a customer support strategy for Monzo US, including designing the staffing model, tooling, training, and processes to scale sustainably
• Developing a high quality customer experience : ensuring that our customers are happy and satisfied, and their issues are resolved quickly and completely
• Instilling a strong customer-centric culture and coaching your team to achieve their personal, professional and performance goals
• Building the training and processes for our team and partners
• Designing and implementing key metrics to manage performance of US team members and partner sites
• Bringing the voice of the customer to Product and Engineering to identify gaps and make product, associate tooling, and process improvements
• Regularly reviewing the quality of your team's customer interactions and processes to identify areas of potential improvement, both individually and structurally
• Working cross-functionally with our UK teams to leverage best practices while innovating for US customer support by leveraging technology and new vendors

You should apply if :

• You're strategic and structured in problem solving, and have built from 0 to 1 and 1 to 200
• You've led successful teams to achieve their goals and have an empathetic leadership style
• You're data-driven and have a track record of managing performance and SLAs
• You're an action-oriented problem solver, and have built scalable processes
• You have built strong cross functional relationships and collaborated with partners to reach alignment and resolve issues
• You can drive clarity amidst ambiguity and focus on the things that matter
• You're a team player and can jump into the queue when the team is short staffed

The Interview Process :

Our interview process involves four main stages :

• Recruiter Call (30mins)
• Initial Call (30 mins)
• Take Home Task (to be completed within 7 days)
• x3 final interviews via Google Meet (45 mins each)

Our average process takes around 2-3 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 or want to talk through reasonable adjustments ahead of or during application please us at any point on redacted

What's in it for you :

$115,000 - $175,000 (dependant on location) + Equity

This role can be based out of our San Francisco or New York office (hybrid) or fully remote within the USA

If you are based in SF or NY, we have a hybrid working schedule, and offer flexibility and trust you to work enough hours to do your job well, at times that suit you and your team

Learning budget of $1,500 a year for books, training courses and conferences

And much more, see our full list of benefits here

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, 2023 Diversity and Inclusion Report and 2023 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.