Help build the future of customer operations

We’re on a mission to make money work for everyone. Operations is at the heart of that mission. It’s where we help millions of customers, solve complex problems and keep Monzo safe. Now, we’re redesigning how customer operations work by bringing together intelligent automation, human expertise and world-class technology.

We’re looking for a Staff Technical Program Manager to lead complex company wide programmes driven by the Operations collective. You’ll turn ambitious ideas into clear plans, bring a large and varied group of partners with you and help teams deliver lasting change.

What you’ll do

Lead programmes that cut through all operational domains at Monzo. You’ll lead high-impact programmes from strategy through to measurable outcomes. These may cover AI-powered customer support, tools that help our Customer Operations teams, or the platforms and processes behind millions of operational decisions.

Build strong partnerships at every level. You’ll work with a large and varied group of partners. This could include frontline Operations teams, subject matter experts, product and engineering teams, risk and compliance partners, senior leaders and executives.

Drive change, not just delivery. You’ll help the whole collective adopt new ways of working. You’ll understand how changes affect people, processes and technology, then build that into the programme from the start.

Key Responsibilities

• Lead end-to-end planning and execution of major product or platform programs that cross multiple teams and markets
• Define programme roadmaps and milestones, set priorities, manage trade-offs, identify and manage the critical path and risks, ensure alignment with the business goals and ambition
• Collaborate and communicate with multiple stakeholders, both technical and non-technical across the business to ensure alignment and speed of delivery
• Manage dependencies, timeline and the sequencing of delivery
• Drive effective decision making to remove blockers
• Ensure operational effectiveness across your collective/area

What makes this role different

Most companies are adding AI to existing support processes. We’re redesigning the operating model itself. You’ll help shape how intelligent automation and human expertise work together in a highly regulated environment. The programmes you lead will affect how teams across Operations work and how millions of customers get help.

You’ll have the scope to influence strategy, the responsibility to turn it into action and the chance to build ways of working that scale.

How we work

Our main tech hub is in London, but our engineers live everywhere in the UK. We value meeting in person but there’s no pressure to come into the office. We believe you'll do your best work if you are where you want to be. If you live outside of London and we ask you to come into the office, Monzo will support you with the costs.

Set up a work schedule that delivers impact and fits your life. At Monzo, we value connections, flexibility, and wellbeing. You’ll be empowered to manage your work in a way that suits you and your team.