Director of Engineering Customer Operations
Director of Engineering Customer Operations
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Job Description
Were on a mission to work for everyone.
Were 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 aspersonal and business bank accounts we offer joint accounts accounts for 1617 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 getpaidearly 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!
Were not about selling products we want to solve problems and change lives through Monzo
London (Hybrid) or Remote (UK) This is a unique role were open to discussions around base salary stock options Benefits
Operations Engineering at Monzo
As a Director of Engineering for Operations youll lead an organisation of 50 which will continue to grow over the next 18 months. Youll be leading the pillar of Monzo which directly supports our customers to get help and support at the times they need it most.
Youll be leading teams that are building across the full stack from ML and AIpowered decision making agenticmodels to automate workflows through to prediction forecasting and demand management infrastructure. Your group also owns the tools and UIs used by customers to get help and our human agents to give that help.
You should apply if you have:
- You have experience leading an organisation of at least 50 individuals (including experience managing Engineering Leaders).
- Youre able to quickly build trust with empower and structure your teams to be high performing.
- You are comfortable operating at a high level with your partners in Data Product Design but equally comfortable going deep into the technical systems design and infrastructure with your engineers.
- You work effectively with a diverse range of people functions and working styles to get stuff done and are able to thoughtfully and constructively challenge and influence the people you work with.
- You are passionate about deeply understanding your business and products.
- You organise and evaluate the success of your teams work by identifying key metrics and their drivers.
- You make good decisions in complex situations where theres often no right answer.
- You are someone who regularly pushes senior leaders to get to better solutions by challenging our thinking based on data.
- You are comfortable personally diving deep into data.
- You have a strong bias to action.
Nice to have but not a deal breaker:
- Have worked on problems that have been solved with various forms of Machine Learning or AI.
- Strong applied algorithms and data structures experience having previously built products/systems or managed teams where this was necessary.
The interview process:
Our interview process involves 4 main stages:
- Recruiter Call 30 mins) Youll meet our Engineering Hiring Lead to discuss your experience and learn more about Monzo. Theyll be your partner and guide throughout the interview process.
- Initial Call 1 hour) Youll meet with one of our VPs of Engineering. Theyll ask you about your previous experience in particular people leadership product and technical leadership. Theyll also make time to tell you about Monzo and answer your questions.
- Loop Stage 4 hours) The Loop stage is one stage that consists of 4 x 60 min interviews that take place over 12 days (depending on your availability).
At all stages well create space for you to ask as many questions as you have youre interviewing us as well!
Our average process takes around 45 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on
Whats in it for you:
Base salary range for this role is dependent on experience stock options & benefits
We can help you relocate to the UK
We can sponsor visas
This role can be based in our London office or were 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 at times that suit you and your team.
Learning budget of 1000 a year for books training courses and conferences
And much more see our full list of benefits here
#LIEP1 #LIREMOTE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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 dont need full or birth names at application stage
Required Experience:
Director
Employment Type
Full Time
