The Product Operations Manager (Cards) will be embedded within Monzo's Cards group, acting as a crucial link between technical product development and real-world customer experience. This role focuses on scaling the card payments offering by designing efficient operational processes, ensuring global card acceptance, and driving operational excellence for Monzo's 'hot coral' cards.
What You'll Do
- Strategically own, design, and automate end-to-end operational processes for the Cards Group
- Drive down operational toil to ensure highly reliable and scalable card payments
- Lead authorisation and authentication strategy
- Resolve critical merchant acceptance and clearing issues to ensure global card acceptance
- Utilise a data-driven approach to analyse customer problems and process inefficiencies
- Prioritise and propose solutions that improve customer outcomes
- Partner closely with Customer Operations to optimise support and streamline internal processes
- Act as the voice of the customer
- Develop the systems, practices, and tools required to unblock the team and maintain a state of operational excellence
- Continuously monitor and analyse key performance indicators (KPIs), including approval rates
- Inform and optimise authorisation decisioning, customer communications, and in-app flows
What We're Looking For
- Experience working within operations, banking or with card issuers/acquirers
- Solid experience working within a card payments ecosystem
- Ability to build and scale complex operational systems
- Self-starter, proactive, with a strong sense of ownership
- Thrives on ambiguity
- Comfortable getting into the details of technical systems and working with engineering teams
Benefits & Compensation
- £50,200 - £70,000 salary
- Flexible working hours
- Work enough hours to do your job well, at times that suit you and your team
- £1,000 learning budget each year to use on books, training courses and conferences
- Macbook provided for all employees
- Extra support for work-from-home setup for fully remote workers
- Ad hoc meetings in London for distributed UK workers
Work Mode
Hybrid role with options for London or UK Remote. Flexible working hours with occasional in-person meetings in London.
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. 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.
