Head of Customer Operations

Monzo, London, UK

We're building a bank, together

This is a senior position and we'd love to work with someone who has ideally run and scaled teams >500.

We’re searching for a passionate, customer-focused, experienced leader who can help scale our 100+ strong Customer Operations (COps) team to 500 then 1000 and beyond, while encouraging a culture of going the extra mile for our community of nearly 500,000 customers, growing at 5% a week.

Monzo is an exhilarating combination of bank and tech start-up, started from scratch in February 2015 to build a bank you’d be proud to call your own. We’re focused on solving problems, making your financial life simpler, and giving you complete control from your smartphone.

We’re at the start of our journey to create a financial control centre for a billion people and we’ve made some good progress. We have 230+ staff, half a million lovely customers, a UK banking licence and we just raised $94M. We’re growing like crazy and that’s both exciting and challenging. That’s where you come in.

Our growth is fuelled by providing world-class customer support.  We’ve become famous for it and we need to maintain this as we scale.  The COps team is the fastest growing team at Monzo, having gone from 10 to 100+ members in the last year. You must be comfortable managing rapid growth and constantly iterating on an organisational structure that works as we scale.

You will set the vision for what great service looks like. You will provide leadership to our team captains and be the interface between COps and the rest of the Monzo team, ensuring that customers are considered in all business decisions. At times this may mean you will have to build compelling arguments on why a product, feature, financial, etc. decision should be altered to keep our customers at the centre of the business. The role will also require you to effectively disseminate information within the COps team so they are all aware of decisions that impact our customer’s experience and to help manage critical situations such as outages.

You should apply if:

  • You’ve built, managed and structured fast growing teams and taken them to 100s or 1000s of employees (ideally for a technology company)
  • You’re completely obsessed about customer experience and are willing to argue for it in every decision we take
  • You’re a great communicator and coach
  • You know how to create a culture of care and collaboration within very large teams
  • You naturally take charge in major incidents such as service outages
  • You love interacting with customers directly
  • You have experience managing multi-site and “work from home” teams
  • You’re excited by Monzo’s mission!

About Monzo

At Monzo, we’re building a new kind of bank. One that lives on your smartphone, and that’s built for the way we live today. By solving your problems, treating you fairly and being totally transparent, we believe that we can make banking better. Since we started in February 2015, we’ve been busy building the best current account in the world. We received our full UK banking licence from the FCA and PRA in April 2017, and are now working hard to roll current accounts out to everyone in the UK. Download the app today to join the 400,000 customers using our hot coral cards to manage their money and spend around the world.

Want to learn more about Monzo? Visit Monzo's website.