Head of Workforce Management, Data

We're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking. 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! We're not about selling products - we want to solve problems and change lives through Monzo ️ Customer Operations at Monzo is evolving into a real time control system.

We're 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 - it's 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. You'll design and operate the system that ensures every customer problem is resolved within SLA, while balancing customer experience, cost, and operational resilience - at scale. You'll 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.

Responsibilities

• 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

Qualifications

• You've operated large scale, real time supply/demand systems (e.g. marketplaces, logistics networks, or service operations at scale)
• You've 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
• You're 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
• You're a builder leader, experienced in creating teams, systems, and processes from scratch that scale across regions and time zones
• You're 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 isn't)

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

Location & Benefits

• This role can be based in our London office, but we're 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
• £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 we will provide extra support for your work from home setup

Equal Opportunities

Equal opportunities for everyone. Diversity and inclusion are a priority for us and we're making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we're 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. We are 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.