Staff Technical Program Manager (Operations)

• 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
• This role is about more than keeping work on track. You’ll shape how we work across the collective, influence domain and collective leaders across Monzo, connect technical delivery to operational outcomes and make sure change works for the people who use it every day
• 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
• Lead end-to-end planning and execution of major product or platform programs that cross multiple teams and markets
• Manage cross-collective programmes:
• 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
• 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

Benefits

• Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
• Flexible working hours
• Work From Home Opportunities + we’ll pay for any equipment you need to do your job
• 24 days holiday a year, plus bank holidays
• Employee Assistance Programme
• Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
• Learning budget of £1,000 a year
• Aviva Pension Scheme + 4% Employer Contribution
• Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
• 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
• 3 months of secondary caregiver leave at 100% pay
• Unum Life Insurance
• Access to fertility and family-forming health benefits via Fertifa
• Abellio Season Travel Tickets + Cycle-to-Work Scheme
• You are comfortable working in a global business with a presence in multiple markets and want to be part of scaling this further
• You understand how functionality comes together (across products and platforms) to deliver value for users, and can proactively identify and mitigate delivery risks, and can propose and drive a technical solution
• You are comfortable personally diving deep into the data to make good decisions in complex situations where there’s often no “right answer”
• You can work effectively with a diverse range of people and working styles to get stuff done, and are able to thoughtfully and constructively challenge and influence the people you work with
• You can influence across teams even when you don’t manage them directly and can influence senior leaders, resolve disagreement and build alignment without relying on authority
• You can make complex work easy to understand without losing the important detail
• You don’t need to match every point. If you’re excited by the role and believe you could have an impact, we’d love to hear from you
• You’ve driven organisation-wide change and can show how you supported adoption, not only delivery
• You’re an exceptional communicator who can create clarity for technical and non-technical audiences
• You have strong experience managing complex technology programmes or products from inception to launch