Product Operations Manager, Merchant Acquiring

Monzo Bank Limited

Job Overview

Location

London; Remote (UK)

Job Type

Full-time

Full Job Description

📋 Description

• As the first Product Operations Manager for Merchant Acquiring at Monzo, you will own the '0 to 1' operational build-out for card payment processing, ensuring accurate money movement, smooth handling of chargebacks and reconciliation, and world-class support for merchants accepting card payments—directly enabling Monzo’s mission to make money work for everyone by solving real financial problems at scale.
• You will act as the subject matter expert on acquiring-specific operations including hardware lifecycle management (shipping, activation, security, troubleshooting, returns), chargeback handling and reconciliation, scheme rules (Visa/Mastercard), PCI-DSS compliance, and fraud/fincrime risk mitigation, serving as the go-to knowledge source for the product team on these critical, complex domains.
• You will design and deliver operational processes from scratch—defining how Monzo handles settlement, refunds, disputes, and reconciliation with maximum automation while protecting both Monzo and merchants—ensuring compliance, efficiency, and delight in every customer and supplier interaction.
• You will partner closely with Product, Tech, Customer Operations, FinCrime, and Fraud teams to translate merchant pain points into product improvements, ensure operational readiness of new features, and advocate for best practices across internal and external operations, shaping the future of Product Ops at Monzo as a scalable delivery function.
• You will monitor and drive performance against SLAs and KPIs, using data to identify bottlenecks, initiate improvements, and scale operations to serve millions of small businesses, all while thriving in ambiguity and taking a structured, systems-thinking approach to eliminate root causes of recurring issues.
• You will collaborate hand-in-hand with Customer Operations to build empathetic, compliant processes for merchant support, ensuring feedback loops are tight and that operational design reflects real-world customer and merchant needs.
• You will help shape Monzo’s Product Operations function as it matures, contributing to how the team integrates with product and tech delivery, and establishing standards that make operations a strategic enabler—not just a cost center—across the business.
• You will grow your expertise in acquiring operations, regulatory compliance, and cross-functional product delivery while making tangible impact on a mission-driven fintech scaling rapidly in the UK and beyond, with access to a £1,000 annual learning budget and mentorship from leaders in payments and product.

🎯 Requirements

• Significant experience in operations for an acquirer or card acceptance provider, including deep understanding of the full card transaction lifecycle (auth, capture, settlement, refund, chargeback) from the merchant’s perspective and ability to unpick reconciliation issues.
• Hands-on experience managing the complexity of physical card machines: shipping, activation, security, troubleshooting, and returns, with practical knowledge of hardware logistics and support in payment ecosystems.
• Expert knowledge of scheme rules (Visa/Mastercard), PCI-DSS standards, chargeback processes, and fraud risks specific to acquiring, with ability to apply this knowledge to product and operational decisions.
• Proven ability to build and scale operations from scratch to serve high volumes of small businesses, with a track record of designing automated, compliant, and efficient processes.
• Strong systems thinking and analytical mindset: you solve problems structurally, leverage data to inform decisions, and seek fixes that eliminate root causes rather than just treating symptoms.
• Excellent collaboration skills: you work effectively across functions (Product, Tech, Customer Ops, FinCrime, Fraud) and cultures, communicate empathetically, and thrive in ambiguous, fast-paced environments.

🏖️ Benefits

• Competitive salary range of £53,000 - £70,000 plus additional benefits, reflecting Monzo’s commitment to fair compensation for impactful roles.
• Flexible working arrangements: role based in London office with openness to distributed working across the UK, including ad hoc London meetings, and trust-based hours to suit individual and team needs.
• £1,000 annual learning budget for books, training courses, and conferences to support continuous professional development.
• Full remote work setup support: Monzo provides MacBooks to all employees and extra assistance for home office equipment for fully remote workers within the UK.
• Access to Monzo’s comprehensive benefits package, including private healthcare, pension contributions, life insurance, and wellness initiatives—details available via the careers page.
• Commitment to diversity, inclusion, and equal opportunity: Monzo fosters an inclusive environment where all employees can thrive regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, or neurodiversity/disability status.

Skills & Technologies

Design

Remote

£53k-70k

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Monzo Bank Limited

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About Monzo Bank Limited

Monzo Bank Limited is a UK-regulated digital bank offering personal, joint, and business accounts, savings, loans, overdrafts, and mortgages via a mobile-first platform. Licensed by the PRA and FCA, it provides real-time spending notifications, budgeting tools, and fee-free foreign transactions. Founded in 2015 as Mondo, it rebranded in 2016 and serves over nine million customers.

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