Website Monzo

We’re searching for a passionate and experienced Engineering Manager to lead multiple squads in Customer Operations.
In Operations we have a mission to deliver effortless experience to our customers so they get the response and support they need. Where this cannot be resolved by customers themselves through our app, the wonderful Customer Operations agents (COps) at Monzo are there to help.

We have built our own in-house system (BizOps) to process operational work within Monzo. Your squads will be working with BizOps and other tools to make it easy and efficient for our COps to serve our customers. Some of the problems we will be solving are:

Reduce costs by removing unnecessary steps from task processing through self-serve flows.
Ensure the right tasks get to the right COps at the right time.
Enable repeatable, empirical experimentation to allow further COp process enhancements.
Optimise forecasting, scheduling and real time servicing for COps.
The Engineering Manager will partner closely with the Product Manager and Customer Operation partners to provide the best experience to our customers and COps.

You’ll spend your time

Taking accountability for delivery across your squad(s), collaborating with the Technical Lead and Product Manager.
Actively fostering a high bar for engineering excellence within your teams.
You’ll lead a group of around 8-12 engineers and support, coach and develop them through their career with regular 1:1s and continuous feedback.
Partner with senior engineers in your area to drive technical initiatives that raise the bar for our engineering practices.
Lead on communication with stakeholders from other teams, creating focus space for engineers to do their best work.
Collaborate with the wider engineering organisation to contribute to company-wide best managerial and technical practices and standards.

What we’re looking for

While this is not a role which requires hands-on-coding, we are looking for an experienced manager who has a strong technical and delivery background and has worked as a software engineer in previous roles.

We recognise that engineering managers lead in different ways, we’re looking for someone who: 

Is comfortable operating with ambiguous problem areas with a high degree of autonomy.
It’s a bonus if you have experience working in an experimentation led environment.
Has delivery experience and is able to guide the squads in achieving their outcomes.
Focuses on outcomes over processes, who optimises for the highest impact and leverage.
Is able to input, understand and challenge engineering decisions – but to empower the team to make those decisions themselves
Has an understanding of what good looks like for a high-performing team of engineers and ability to chart a course to get there
Is able to to coach people to achieve their goals
Has a natural ability to inspire and motivate a team

Diversity & Inclusivity:

We're an equal opportunity employer and prize diversity as a strength. Everyone is welcome at Monzo. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics.
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.

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