Customer Operations, Project Manager

Due to the forecasted popularity of this role, we’ll close this advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

Remote in the UK | £50,200 – £63,450 depending on experience displayed in your CV and interview + share options + benefits ✨

⭐ Our team

As we continue our mission at Monzo to help ‘Make money work for Everyone’, ensuring our Customer Support set up continues to provide award winning experiences is a key priority. To do this we need to scale and innovate safely at pace, landing any changes with our Customer Operations (COps) team.

The Operations Projects team oversees our biggest change projects within Operations – from ensuring all teams across Operations are ready for the next new products to be launched to customers (like previous examples of Under 16 accounts, Investments and Insurance), to improving our ways of working across Operations by leading on multi-disciplinary changes, or supporting our Ops Product teams to ship improvements to our systems.

⭐ The Role …

As a Project Manager you’ll be responsible for supporting the Senior Project Manager and team to deliver our most complex changes. You will also be responsible for delivery of your own projects, end to end, from initiation to execution across the entire Operations landscape. You’ll work closely with teams across Operations and the business, including Product, COps Leaders, our Global Ops teams, Learning and Development and Internal Comms. 

You’ll play a key role by…

• Project management: Project management of our most complex changes which require co-ordination across many teams across Operations (e.g. implementing new strategies for Operational Domains which involve product and operating model improvements)
• Providing visibility for stakeholders: Enabling stakeholders to have oversight of upcoming changes and risks being managed, as well as developing, managing and inputting into plans for future changes.
• Contributing towards maturing the change function: Setting high standards and implementing the right practices to mature how we plan and deliver change across Ops by acting as a role model for change. 
• Stakeholder management/influencing: Proactively building andmaintaining strong partnerships with disciplines across the business, navigating conflicting priorities and setting the bar for creating effortless experiences through every change. 

We’d love to hear from you if…

• You have significant experience managing complex operational and product related projects in a fast paced environment, ideally regulated with a large customer base
• You have a deep understanding of programme/project management methodologies.
• You have an ability to develop and execute change management strategies, including stakeholder analysis, communication planning, etc.
• You have expertise in identifying, assessing, and mitigating risks and issues at a project and programme level.
• You have an excellent ability to plan, organise, and prioritise complex workstreams effectively.
• You have an ability to track progress, measure impact, and provide clear and concise reports to stakeholders and leadership.
• You have strong stakeholder management and communications skills – a proactive relationship builder, able to communicate with different audiences.
• You are a self starter with an ability to work both independently and with colleagues across the project team.
• You are used to working with Product teams – familiarity with how new products and features are launched and the operational readiness required.
• You are data led, knowing how to ask for the right data to test through change.

What’s in it for you

£50,200 – £63,450 ➕ share options.

This role can be based remotely from anywhere within the UK

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you 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. 

➕ Plus lots more! Read our full list of benefits.

The application journey has 3 key steps

• Recruiter Video Call 
• 1 hour Role Specific Interview 
• 1 hour Values Interview 

This process should take around 4 weeks – your schedule is really important to us, so we promise to be as flexible as possible! 

Due to the forecasted popularity of this role, we’ll close this advert once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

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