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Monzo is redesigning how customer operations work by bringing together intelligent automation, human expertise, and world-class technology. We're seeking a Staff Technical Program Manager to lead complex, company-wide programmes driven by the Operations collective.
In this role, you'll turn ambitious ideas into clear plans, coordinate large and varied groups of partners, and help teams deliver lasting change. You'll shape how the organization works across the collective, influence domain and collective leaders, connect technical delivery to operational outcomes, and ensure change works for millions of customers.
Key responsibilities include:
- Leading high-impact programmes from strategy through to measurable outcomes, such as AI-powered customer support, tools for Customer Operations teams, or platforms and processes behind millions of operational decisions
- Managing cross-collective programmes: defining roadmaps and milestones, setting priorities, managing trade-offs, identifying and managing critical path and risks, ensuring alignment with business goals
- Collaborating and communicating with multiple stakeholders—both technical and non-technical—across the business to ensure alignment and speed of delivery
- Managing dependencies, timelines, and sequencing of delivery
- Driving effective decision-making to remove blockers
- Ensuring operational effectiveness across your collective/area
What makes this role different: Most companies are adding AI to existing support processes. Monzo is 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.
Monzo offers flexible working with a main tech hub in London but engineers distributed throughout the UK. There's no pressure to come into the office; the company supports costs for those outside London asked to visit. Core hours maintain connection while supporting work-life balance. The interview process includes a recruiter call (30 mins), initial call with an engineering leader (45 mins), and a loop stage (3 x 60-min interviews over 1-2 days). The average process takes 3-4 weeks.
Requirements:
- Strong experience managing complex technology programmes or products from inception to launch
- Exceptional communication skills; ability to create clarity for technical and non-technical audiences
- Comfort working in a global business with presence in multiple markets and desire to scale further
- Ability to work effectively with diverse people and working styles; thoughtfully and constructively challenge and influence
- Skill in making complex work easy to understand without losing important detail
- Understanding of how functionality across products and platforms delivers value for users; ability to proactively identify and mitigate delivery risks and propose technical solutions
- Comfort diving deep into data to make good decisions in complex situations with no clear "right answer"
- Ability to influence across teams without direct management authority; influence senior leaders, resolve disagreement, and build alignment
- Track record of driving organization-wide change and supporting adoption, not only delivery
Note: You don't need to match every point. If excited by the role and confident in your impact, applications are welcome.
