Product Operations Manager, Merchant Acquiring
Monzo Bank
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
Visit company websiteExplore more
Salary
💰 £53,000 - £70,000 per year
About the role
- Own the "0 to 1" operational build-out.
- Responsible for ensuring accurate movement of money when a merchant accepts a card payment, managing chargebacks smoothly, and delivering world-class support.
- Act as a source of knowledge within the product team on hardware support, chargeback handling, reconciliation, as well as regulation and schemes rules.
- Ensure accurate, efficient, compliant, and delightful design and delivery of key operational elements.
- Define how we handle problems like chargebacks, reconciliation issues, and hardware support, aiming for maximum automation while protecting Monzo and its merchants.
- Responsible for ensuring SLAs and KPIs are met and for making improvements where necessary.
Requirements
- Significant experience in operations for an acquirer or card acceptance provider.
- Understand the lifecycle of a card transaction from the merchant's perspective (Auth, Capture, Settlement, Refund, Chargeback) and are comfortable unpicking a reconciliation issue.
- Experienced tackling the complexity of physical card machines: from shipping and activation to security, troubleshooting, and returns.
- Know scheme rules, PCI-DSS, chargeback processes, fraud risks for acquiring inside and out.
- Excited by building and scaling operations from scratch to serve millions of small businesses.
- Analytical in developing scalable operational strategies and well-versed at leveraging data to inform your thinking.
- Enjoy 'getting things done' at pace and achieving tangible outcomes and thrive in ambiguity.
- Pride yourself on strong attention to detail.
- Work collaboratively with people at all levels and across functions and cultures.
Benefits
- Flexible working hours
- £1,000 learning budget each year to use on books, training courses and conferences.
- We will set you up to work from home; all employees are given MacBooks and for fully remote workers, extra support for your work-from-home setup.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
chargeback handlingreconciliationcard transaction lifecyclePCI-DSSfraud risk managementoperational strategy developmentdata analysisautomationhardware supportSLA and KPI management
Soft Skills
attention to detailcollaborationanalytical thinkingproblem-solvingadaptabilityresults-orientedcommunicationorganizational skillstime managementcustomer support