Monzo is seeking a Product Operations Manager for Merchant Acquiring to lead the end-to-end operational build-out for card payment acceptance. This role will ensure accurate money movement, smooth handling of chargebacks, and world-class support for merchants, while shaping the future of Product Operations at Monzo.
What You'll Do
- Own the '0 to 1' operational build-out for acquiring
- Act as a source of knowledge on hardware support, chargeback handling, reconciliation, regulation, and scheme rules
- Ensure accurate, efficient, compliant, and delightful design and delivery of key operational elements from scratch
- Define processes for handling chargebacks, reconciliation issues, hardware support, aiming for maximum automation while protecting Monzo and merchants
- Ensure SLAs, KPIs are met and improvements are made where necessary
- Champion best practices within the team and customer operations for all internal operations (supplier-facing, customer-facing, internal)
- Share customer feedback, pain points, and ideas with the Product Team to shape product development
- Help the Product Team build the right technical solutions for teams and customers
- Collaborate with customer operations to build appropriate processes and ensure efficient, compliant, and empathetic communication
- Partner with FinCrime and Fraud teams to balance frictionless and safe experiences for Monzo and merchants
- Tackle alerts and prevent new risk vectors in the product
What We're Looking For
- Significant experience in operations for an acquirer or card acceptance provider
- Understanding of the lifecycle of a card transaction from the merchant's perspective (Auth, Capture, Settlement, Refund, Chargeback)
- Ability to unpick a reconciliation issue
- Experience tackling the complexity of physical card machines: shipping, activation, security, troubleshooting, and returns
- Knowledge of scheme rules, PCI-DSS, chargeback processes, and fraud risks for acquiring
- Excitement about building and scaling operations from scratch to serve millions of small businesses
- Structured problem-solving approach and systems thinking
- Analytical skills in developing scalable operational strategies
- Proficiency in leveraging data to inform thinking
- Ability to 'get things done' at pace and achieve tangible outcomes
- Thriving in ambiguity
- Strong attention to detail
- Collaborative work style across functions, levels, and cultures
Team & Environment
- Sits at the intersection of product, tech and operations
- Part of a relatively new team
Benefits & Compensation
- £53,000 - £70,000 salary
- Flexible working hours
- Work from home setup supported
- Macbook provided
- Extra support for work-from-home setup for fully remote workers
- £1,000 learning budget each year for books, training courses, and conferences
- Ad hoc meetings in London for remote workers
- Plus lots more (see full list of benefits)
Work Mode
- Available in London office or UK Remote (with ad hoc meetings in London)
- Flexible working hours; trust to work enough hours to do your job well, at times that suit you and your team
Diversity and inclusion are a priority. Equal opportunity employer. All applicants considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status. Applicants may use preferred name at application stage.
