📍Remote | 💰 £68,000 – £80,000 + 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 3500+ strong Customer Operations (COps) team.  

The Operational Change 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 Senior Project/Change Manager you’ll be responsible for delivering our most complex changes through your own co-ordination or through supporting a team of Project or Change Managers to deliver impactful improvements 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/Ops readiness oversight: Project management or oversight of ops readiness for 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)
• Team leadership: Leading a team of Project or Change managers responsible for supporting other high impact changes to our COps services (e.g. new Monzo Products, marketing, changes to our Operational systems etc.). Effectively planning for capacity of the team, whilst coaching and performance managing the members
• Providing visibility for leadership: Enabling Ops Leadership to have oversight of upcoming changes and risks being managed, as well as inputting into plans for future changes
• Maturing the change function: Setting high standards and implementing the right practices to mature how we plan and deliver change across Ops. This includes sign off processes and repeatable blueprints for strong change oversight, both pre and post change
• Strengthening partnership: Maintaining strong partnerships with disciplines across the business, and holding the bar for creating effortless experiences through every change.

 

🤩We’d love to hear from you if…

We’re looking for an experienced programme manager with a strong focus on change management, exceptional leadership and communication skills, and a proven ability to navigate complex operational environments and build strong partnerships across a business.

• You’ll have significant experience managing complex operational and product related projects in a fast paced environment, ideally regulated with a large customer base
• Deep understanding of programme/project management methodologies.
• Ability to develop and execute change management strategies, including stakeholder analysis, communication planning, training coordination etc.
• Expertise in identifying, assessing, and mitigating risks and issues at a programme level.
• Excellent ability to plan, organise, and prioritize complex workstreams effectively.
• Ability to track progress, measure impact, and provide clear and concise reports to stakeholders and leadership.
• Strong leadership and proven people management experience.
• Able to deliver effective coaching and upskilling of team members.
• Ability to effectively delegate tasks and empower team members.
• Understanding how to assess team capacity and plan/make tradeoffs
• Ability to motivate and develop team members to reach their full potential.
• Strong stakeholder management and communications skills – a proactive relationship builder, able to communicate with different audiences
• Ideally used to working with Product teams – familiarity with how new products and features are launched and the operational readiness required.
• Data led, knowing how to ask for the right data to test through change.

 

🙌What’s in it for you

💰£68,000 – £80,000 ➕ 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

• Application and CV Review
• Recruiter Call (30 mins) – Once you apply, if successful to the next stage, one of our Recruiters will reach out to you for an introductory conversation. 
• Interview Loop – This stage consists of 2 separate interviews that usually happen across 1-2 days. This will be made up of technical interviews and a Leadership Interview. If you get through to this stage, your Recruiter will have a 20-minute chat with you beforehand to help you get ready and prepare for this stage.

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

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to heatherroystonwebb@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

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. 

If you’d prefer to work part-time, please let us know and we’ll make this happen if we can. 

#LI-REMOTE #LI-HRW