Director of Engineering, Customer Operations

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

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 ❤️

Hear from our team about what it's like working at Monzo ✨

📍London (Hybrid) or Remote (UK) | 💰 This is a unique role, we’re open to discussions around base salary + stock options + Benefits 

Operations Engineering at Monzo

As a Director of Engineering for Operations, you’ll lead an organisation of ~50, which will continue to grow over the next 18 months. You’ll be leading the pillar of Monzo which directly supports our customers to get help and support at the times they need it most. 

You’ll be leading teams that are building across the full stack, from ML and AI-powered decision making, agentic-models 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). 
• You’re 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 team’s work by identifying key metrics and their drivers.
• You make good decisions in complex situations where there’s 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: 

1. Recruiter Call (30 mins) You'll meet our Engineering Hiring Lead to discuss your experience and learn more about Monzo. They'll be your partner and guide throughout the interview process.
2. Initial Call (1 hour) You'll meet with one of our VPs of Engineering. They'll ask you about your previous experience, in particular people leadership, product and technical leadership. They’ll also make time to tell you about Monzo and answer your questions. 
3. Loop Stage (4 hours) The Loop stage is one stage that consists of 4 x 60 min interviews that take place over 1-2 days (depending on your availability).

At all stages we’ll create space for you to ask as many questions as you have, you’re interviewing us as well!

Our average process takes around 4-5 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 tech-hiring@monzo.com.

What’s 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 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, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

#LI-EP1 #LI-REMOTE

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, 2023 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 😊