Operations Strategy Analyst

  • Monzo
  • United Kingdom
  • Sep 23, 2022

Job Description

We’re looking for someone ambitious to join the Operations Team and support our rapidly-expanding US fintech product. You’ll have the chance to own projects across all of operations and work with product, data, and engineering. This is a fantastic opportunity if you are looking to accelerate an existing operations career, or if you are considering a transition into startups from consulting or banking.

About Monzo

Monzo is one of the top fintechs in Europe. In the last few years, we’ve built a banking app that our customers love – with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. We’ve raised over $1 billion from YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others - most recently at a $4.5bn valuation. 

We’re just getting started in the US: We’re a small team operating like an early stage startup but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on launching an amazing US product, shipping and iterating quickly, and finding product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission to make money work for everyone.

About the role

The Operations Team is responsible for the processes that support our product in the US, including customer support, payments, vendor management, and program administration. You would join a small, friendly team, where everyone works across a number of disciplines to support the changing needs of the business and is empowered to solve customers’ problems. We’re building a team who is empathetic, articulate, intelligent, positive, and excellent at both understanding and solving complex problems.

You will both lead specific projects and own areas of our operations, working to build and run new processes to support our product. You will gain exposure to multiple different teams, disciplines, and projects, with the goal of identifying and owning problems to help us efficiently and effectively scale the business. 

In your first few months you’ll work frontline customer support tasks and jump in to help on a range of operational procedures, that keep our cards and payments working correctly, in order to quickly learn how it all works. 

What you work on beyond this will depend on your particular skills, experience, and what you’re interested in learning. We’re looking for someone who can’t wait to jump in and start making things better. We have a number of projects and ideas in mind, but we’d look to you for additional thoughts on what we should be working on. Here are some examples of things you could work on: 

  • Helping define and execute a new Customer Support strategy
  • Improving the data we use to monitor the service we provide to our customers
  • Identifying and shipping internal tooling improvements together with our engineers
  • Onboarding new suppliers and supporting the launch of new payment schemes
  • Building and running improved escalation processes between frontline support and specialist areas, for example improving disputes or complaints
  • Helping on-board and train new Operations Team members
  • Improving our banking and compliance processes through careful automation  
  • Refining our disputes process to optimize for best customer experience 
  • Planning for how operations and customer support teams support new products and features

You should apply if 

  • You’re early in your career with a few years of experience working at a startup, or you’re looking to move from a consulting, banking, or other professional services role. 
  • You enjoy working efficiently in a fast-paced, dynamic environment and thrive when there’s ambiguity.
  • You’re curious, quickly assimilate new information, and take a logical approach to problem-solving
  • You’re keen to get directly involved and make things happen, without waiting for someone else or always needing to delegate, and are happy to work independently.
  • You’re comfortable working with data, using it to identify patterns and trends, and inform your decision making. (As a plus) you have data analysis skills using SQL or other data visualization tools.
  • You’re commercially minded, and have some experience of thinking about the financial implications of business decisions.
  • You’re excited by the prospect of working in a fast-paced environment and eager to take on a lot of responsibility early in your career.

Logistics

  • This role has the option of being fully remote within the US. We have a small office in San Francisco which you can work from, and another hub in New York where team members regularly work together. A few times a year, the team meets up in a different location in the US for teamwork and socializing.  
  • We offer a competitive salary and a pretty great benefits package (if we do say so ourselves!)
  • The application process consists of an initial phone call with the hiring manager, followed by a practical written exercise and 2 or 3 video interviews. We promise not to ask you any brain teasers or trick questions.
  • Diversity and inclusion is a priority for us — if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.
  • At Monzo, we move fast, ship things every day, and develop products iteratively. But we are also very serious about the safety of our customers’ money and their trust in us, and we believe this starts with our internal culture. We default to transparency both internally and externally, and we involve our community in everything we do. We prize a diverse team as a strength: everyone is welcome at Monzo and is encouraged to do the best work of their lives.

Equal Opportunity Statement

At Monzo, embracing diversity in all of its forms and 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.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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