Monzo is hiring an Operations Manager, Telecoms

Monzo is looking for an Operations Manager, Telecoms to sit at the heart of our telecoms team. You will be responsible for customer service for telecoms customers, setting the culture, driving team performance, and delivering high customer satisfaction. This role plays a pivotal part in growing a scaling product.

What You'll Do

• Drive customer excellence through proactive team leadership, data-backed coaching, and a culture of continuous improvement.
• Act as a subject matter expert, supporting your team and coaching them to be the best they can be.
• Ensure all customer support activities comply with relevant regulations and standards, promoting a culture of compliance and risk management.
• Continually improve the service your team provides to improve customer satisfaction and drive down complaint volumes.
• Operate as a bridge between customer support and the product team to ensure customer feedback is being taken onboard.

What We're Looking For

• Significant experience in customer support for a MNO, MVNO, or telecoms provider (preferably mobile, but fixed line is ok too).
• Excitement for building and scaling an operations function from scratch to serve millions of people.
• A track record of delivering best-in-class customer experience and quality outcomes, using data to inform decisions.
• Experience coaching and developing a team of support agents.
• A bias for action, enjoying 'getting things done' and achieving tangible outcomes.
• Willingness to lead by example and regularly speak to customers yourself.
• Ability to thrive in ambiguity, ask incisive questions, and take a structured approach to data-led problem solving.
• Experience working with both in-house and outsourced customer support teams.
• An analytical mindset for developing scalable operational strategies.
• Strong attention to detail.
• Collaborative skills to work with people at all levels and across functions and cultures.
• Ability to thrive in a dynamic, fast-paced environment, adeptly navigating change and ambiguity with agility and resilience.

Nice to Have

• Experience working for or with financial services companies, fintech or banks.

Team & Environment

You'll be part of a small team being built to work on telecoms products, specifically within the Telecoms team.

Benefits & Compensation

• Salary range: £47,600 - £64,400 + equity via Share Options.
• £1,000 learning budget each year to use on books, training courses and conferences.
• Flexible working hours.
• Set up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.
• Share Options.

Work Mode

This is a fully remote position. Candidates must be based in the UK.

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.