Operations Manager, Telecoms

We’re on a mission to make money work for everyone. We’re moving away from the complicated and confusing ways of traditional banking. Over the last 10 years in the UK, Monzo has grown from a prepaid card to offering personal and business accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards. Our UK customers can also save, invest and combine their pensions with us. With our coral cards, get-paid-early feature, financial education on social media and award-winning customer service, we’ve created magical moments for our customers. We’re not about selling products – we want to solve problems and change lives through Monzo.

Our Telecoms team: We’re building a small team to work on telecoms products and are hiring people with deep industry expertise to help us build market-leading operations and service. The Operations Manager sits at the heart of this, with responsibility for our customer service for telecoms customers. You’ll be responsible for setting the culture, driving team performance and delivering high customer satisfaction.

As an Operations Manager in telecoms, you’ll be a pivotal part of growing a scaling product and drive excellence in every customer touchpoint.

• Team management: Drive customer excellence through proactive team leadership, data-backed coaching, and a culture of continuous improvement which delivers high performance levels.
• Escalation and coaching: Act as a subject matter expert, supporting your team and coaching them to be the best they can be.
• Compliance and regulatory insight: Ensure all customer support activities comply with relevant regulations and standards. Promote a culture of compliance and risk management within the team to enhance operational integrity and quality.
• Continuous improvement: Be motivated to continually improve the service your team is providing to improve customer satisfaction and drive down complaint volumes.
• Product Development: Operate as a bridge between customer support and the product team, to ensure customer feedback is being taken onboard.

• Have significant experience in customer support for a mobile network operator, MVNO or telecoms provider (preferably mobile, but fixed line is ok too).
• Are excited by building and scaling an operations function from scratch to serve millions of people.
• Deliver best in class customer experience and quality outcomes, using data to inform decisions on where to lean in.
• Have experience coaching and developing a team of support agents.
• Enjoy "getting things done" and achieving tangible outcomes.
• Are willing to lead by example and regularly speak to customers yourself.
• Thrive in ambiguity, ask incisive questions, and take a structured approach to data-led problem solving.
• Have experience working with both in-house and outsourced customer support teams.
• Are analytical in developing scalable operational strategies.
• Pride yourself on strong attention to detail.
• Work collaboratively with people at all levels and across functions and cultures.
• Have experience working for or with financial services companies, fintech or banks.
• Ability to thrive in a dynamic, fast-paced environment, adeptly navigating change and ambiguity with agility and resilience.

Not ticking every box? That’s totally okay! Monzo values diversity and inclusion. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply — even if you don’t have everything listed just yet.

• £47,600 - £64,400 + Share Options
• Flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
• £1,000 learning budget each year for books, training courses and conferences.
• Work from home support: Macbooks provided for all employees and extra support for home setups for fully remote workers.
• Plus lots more. Read our full list of benefits.

• 30 minute Recruiter Call.
• 60 minute role-specific competency-based interview.
• 60 minute values competency-based interview.

We have guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

The closing date for applications is Wednesday 4th February 2026 at 5pm GMT. We may 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.

Diversity and inclusion are a priority for us and we’re creating an inclusive environment for all. This is integral to our mission of making money work for everyone. We’re an equal opportunity employer and all applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, 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.