About the role
Job Application for Product Operations Manager, Merchant Acquiring at Monzo Back to jobs Product Operations Manager, Merchant Acquiring London; Remote (UK) Apply 🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save , invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ London/UK Remote | 💰£53,000 - £70,000 + Benefits ✨ As our first Product Operations Manager for Acquiring, you will own the "0 to 1" operational build-out. You will be responsible for ensuring that when a merchant accepts a card payment, the money moves accurately, unhappy paths like chargebacks are managed smoothly, and support is world-class. Our Product Ops team ⭐ Product Ops at Monzo sits at the intersection of product, tech and operations. Product Ops managers are responsible for ensuring that the products we build can be serviced sustainably and to the high quality that Monzo customers expect. Product Ops is a relatively new team at Monzo, so while your day to day will be spent with the acquiring team, you will also be partly responsible for shaping the future of product operations at Monzo, and how it can become a key part of our delivery functions. 🔑 You’ll play a key role by supporting… Hardware, chargeback, and regulation insight : You’ll act as a source of knowledge within the product team on key topics that are new in acquiring - hardware support, chargeback handling and reconciliation as well as regulation and schemes rules Operational Delivery : You’ll ensure accurate, efficient, compliant, and delightful design (from scratch!) and delivery of key operational elements. You’ll define how we handle problems like chargebacks, reconciliation issues, hardware support, aiming for maximum automation while protecting Monzo and our merchants. Performance management: You’ll also be responsible for ensuring we meet SLAs, KPIs and are making improvements where necessary across areas. Best Practices : You’ll champion best practices within the team and customer operations for all internal operations, both supplier-facing, customer-facing, and internal to Monzo. Product Development : You’ll share customer feedback, pain points and ideas with the Product Team, and help them shape our product and ensure we build the right technical solution for our teams and customers. Customer Service Collaboration : You’ll collaborate hand-in-hand with our customer operations team to ensure we build the appropriate processes, communicate efficiently, compliantly, and empathetically with our customers. Fincrime & Fraud collaboration: You’ll partner with FinCrime and Fraud to strike the balance between frictionless and safe for us and our merchants in our product, and how we tackle alerts and prevent new risk vectors. 🤩 We’d love to hear from you if… You have significant experience in operations for an acquirer or card acceptance provider. You understand the lifecycle of a card transaction from the merchant's perspective (Auth, Capture, Settlement, Refund, Chargeback) and are comfortable unpicking a reconciliation issue You are experienced tackling the complexity of physical card machines: from shipping and activation to security, troubleshooting, and returns You know scheme rules, PCI-DSS, chargeback processes, fraud risks for acquiring inside and out You’re excited by building and scaling operations from scratch to serve millions of small businesses. You love solving problems, take a structured approach to them, and are a systems thinker. You don’t just fix a problem once, but find the fix that makes it disappear. You’re analytical in developing scalable operational strategies and well-versed at leveraging data to inform your thinking. You enjoy 'getting things done' at pace and achieving tangible outcomes and thrive in ambiguity. You pride yourself on strong attention to detail. You work collaboratively with people at all levels and across functions and cultures. 🙌 What’s in it for you 💰 £53,000 - £70,000➕ Benefits 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) ⏰ 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 Short call with Monzo Recruiter Video-call with the Hiring Manager Full Loop: 2 x GoogleMeet interviews (45 - 60 minutes each) This process should take around 4-6 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. ⏳We’ll only close this role 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. 🚩 Please note: We are not able to offer visa sponsorship for this role. Only applicants with Right to Work in the UK will be considered. #LI-REMOTE #CM-1 Equal opportunities for everyone 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. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report. 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. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊 Apply for this job * indicates a required field First Name * Last Name * Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf 🇺🇸 Are you a US Person? * Select... A US Person is defined as someone who: was born in the United States (US) has at least 1 parent who was born in the US is a naturalised citizen of the US is a green card holder is a US tax resident 🔐 Keeping your data safe is really important to us. Please take a look at our Candidate Data Privacy Notice (linked below) and confirm that you have. * Select... 🔗 Candidate Data Privacy Notice . 🛂 Please confirm your UK Right to Work status. * Select... We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor. If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers). If you'd like to, please spell out your name how it's pronounced so we know how to say it. 👤 Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is: Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not. Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process. For more information on how we'll use this data, please read our candidate privacy notice . By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us. How would you describe your gender identity? Select... Do you identify as transgender? Select... What's your sexual orientation? Select... Do you identify as having a disability? Select... Do you consider yourself to be neurodivergent? Select... How would your describe your ethnicity? Select... Submit application Powered by Greenhouse