Head of Workforce Management, Data

Were on a mission to make money work for everyone.

Were waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card our product offering has grown a lot in the last 10 years in the UK. As well aspersonal and business bank accounts we offer joint accounts accounts for 16-17 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest andcombine their pensions with us.

With our hot coral cards and get-paid-early feature combined with financial education on social media and our award winning customer service we have a long history of creating magical moments for our customers!

Were not about selling products - we want to solve problems and change lives through Monzo

London/Cardiff/UK Remote 00 Benefits

Our Work Force Management team

Customer Operations at Monzo is evolving into a real-time control system.

Were moving away from traditional headcount-driven service models toward a hybrid human AI system where automation handles a growing share of customer demand and human expertise is applied where it matters most.

In this world operations is no longer about scheduling people its about continuously matching demand and capacity in real time across humans and machines to deliver consistently great service at sustainable cost.

This role sits at the centre of that transformation.

Youll design and operate the system that ensures every customer problem is resolved within SLA while balancing customer experience cost and operational resilience at scale.

Youll work across Operations Data ML Product and Finance to build a closed-loop system that connects forecasting planning routing and real-time intervention and continuously improves over time.

This is not a traditional Workforce Management role.

Its closer to running alogistics network marketplace or real-time service system.

Youll play a key role by

• Owning service performance and SLA delivery across Customer Operations - accountable for outcomes not just inputs
• Designing and operating a closed-loop system that connects forecasting scheduling routing and real-time intervention - continuously improving performance through feedback and learning
• Building and running a hybrid workforce model (Human AI) - treating AI and automation as first-class workforce components with their own capacity performance and failure modes
• Leading demand forecasting and capacity planning translating complex data into clear actionable strategies for staffing and system design
• Running real-time performance systems - monitoring queues identifying risks and leading interventions when SLAs are at risk
• Shaping demand in real time through routing prioritisation and AI/human channel decisions to protect SLA and optimise system performance
• Developing playbooks for operational resilience including demand spikes automation failures and unexpected changes in customer behaviour
• Evolving Workforce Management from scheduling to orchestration building a system-level capability that scales with automation and complexity
• Partnering cross-functionally with Ops Data/ML Product and Finance to align service performance cost and scaling strategy

Wed love to hear from you if

• Youve operated large-scale real-time supply/demand systems (e.g. marketplaces logistics networks or service operations at scale)
• Youve been directly accountable for service levels or SLAs in high-stakes real-time environments
• You have strong operator instincts able to make fast high-quality decisions under pressure balancing customer experience cost and risk
• Youre highly data fluent - comfortable working with forecasting models metrics (e.g. MAPE RMSE) and understanding how ML systems impact operational performance
• You can translate model outputs into real-world decisions not just analysis
• Youre a builder-leader experienced in creating teams systems and processes from scratch that scale across regions and time zones
• Youre excited by the challenge of orchestrating human AI systems as a single workforce
• You can influence senior stakeholders across technical and operational domains and drive alignment in complex environments

What this role is (and isnt)

• This is a system-level operations role not a traditional scheduling or contact centre WFM position
• Youll be accountable for outcomes (SLA cost resilience) not just plans or processes
• Youll operate in a real-time high-stakes environment where decisions have immediate customer and business impact

Whats in it for you

00 Benefits

Well help you relocate to the UK

We can sponsor your visa.

This role can be based in our London office but were open to distributed working within the UK (with ad hoc meetings in London)

We offer flexible working hours and trust you to work enough hours to do your job well and at times that suit you and your team.

1000 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 we will provide extra support for your work-from-home setup.

Plus lots more! Read our full list of benefits.

Interview Process

Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!

• 30 minute recruiter call
• 45 minute call with hiring manager
• 3 x 1-hour video calls with various team members

Our average process takes around 3-4 weeks but we will always work around your availability.

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

#LI-AE1 #LI-REMOTE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

Were an equal opportunity employer. All applicants will be considered for employment without attention to age ethnicity religion sex sexual orientation gender identity family or parental status national origin or veteran neurodiversity or disability status.

If you have a preferred name please use it to apply. We dont need full or birth names at application stage