Head of Workforce Management, Data
<p><strong>📍 </strong>London/Cardiff/UK Remote | 💰£120,000-£175,000 + <a href="https://monzo.com/careers/">Benefits</a> ✨</p>
<p><strong>Our Work Force Management team ⭐</strong></p>
<p>Customer Operations at Monzo is evolving into a <strong>real-time control system</strong>.</p>
<p>We’re moving away from traditional, headcount-driven service models toward a <strong>hybrid human + AI system</strong>, where automation handles a growing share of customer demand and human expertise is applied where it matters most.</p>
<p>In this world, operations is no longer about scheduling people — it’s about <strong>continuously matching demand and capacity in real time</strong>, across humans and machines, to deliver consistently great service at sustainable cost.</p>
<p>This role sits at the centre of that transformation.</p>
<p>You’ll design and operate the system that ensures <strong>every customer problem is resolved within SLA</strong>, while balancing customer experience, cost, and operational resilience — at scale.</p>
<p>You’ll work across Operations, Data, ML, Product, and Finance to build a <strong>closed-loop system</strong> that connects forecasting, planning, routing, and real-time intervention — and continuously improves over time.</p>
<p>This is not a traditional Workforce Management role.</p>
<p>It’s closer to running a <strong>logistics network, marketplace, or real-time service system</strong>.</p>
<h3><strong>🔑 You’ll play a key role by…</strong></h3>
<ul>
<li><strong>Owning service performance and SLA delivery</strong> across Customer Operations - accountable for outcomes, not just inputs</li>
<li><strong>Designing and operating a closed-loop system</strong> that connects forecasting, scheduling, routing, and real-time intervention - continuously improving performance through feedback and learning</li>
<li><strong>Building and running a hybrid workforce model (Human + AI)</strong> - treating AI and automation as first-class workforce components with their own capacity, performance, and failure modes</li>
<li><strong>Leading demand forecasting and capacity planning</strong>, translating complex data into clear, actionable strategies for staffing and system design</li>
<li><strong>Running real-time performance systems</strong> - monitoring queues, identifying risks, and leading interventions when SLAs are at risk</li>
<li><strong>Shaping demand in real time</strong> through routing, prioritisation, and AI/human channel decisions to protect SLA and optimise system performance</li>
<li><strong>Developing playbooks for operational resilience</strong>, including demand spikes, automation failures, and unexpected changes in customer behaviour</li>
<li><strong>Evolving Workforce Management from scheduling to orchestration</strong> — building a system-level capability that scales with automation and complexity</li>
<li><strong>Partnering cross-functionally</strong> with Ops, Data/ML, Product, and Finance to align service performance, cost, and scaling strategy</li>
</ul>
<h3><strong>🤩 We’d love to hear from you if…</strong></h3>
<ul>
<li>You’ve operated <strong>large-scale, real-time supply/demand systems</strong> (e.g. marketplaces, logistics networks, or service operations at scale)</li>
<li>You’ve been <strong>directly accountable for service levels or SLAs</strong> in high-stakes, real-time environments</li>
<li>You have strong <strong>operator instincts</strong> — able to make fast, high-quality decisions under pressure, balancing customer experience, cost, and risk</li>
<li>You’re highly <strong>data fluent</strong> - comfortable working with forecasting models, metrics (e.g. MAPE, RMSE), and understanding how ML systems impact operational performance</li>
<li>You can <strong>translate model outputs into real-world decisions</strong>, not just analysis</li>
<li>You’re a <strong>builder-leader</strong>, experienced in creating teams, systems, and processes from scratch that scale across regions and time zones</li>
<li>You’re excited by the challenge of <strong>orchestrating human + AI systems</strong> as a single workforce</li>
<li>You can <strong>influence senior stakeholders</strong> across technical and operational domains, and drive alignment in complex environments</li>
</ul>
<h3><strong>⚠️ What this role is (and isn’t)</strong></h3>
<ul>
<li>This is a <strong>system-level operations role</strong>, not a traditional scheduling or contact centre WFM position</li>
<li>You’ll be accountable for <strong>outcomes (SLA, cost, resilience)</strong> — not just plans or processes</li>
<li>You’ll operate in a <strong>real-time, high-stakes environment</strong>, where decisions have immediate customer and business impact</li>
</ul>
<h3><strong>🙌 What’s in it for you</strong></h3>
<p>💰 £120,000-£175,000 + <a href="https://monzo.com/careers/">Benefits</a> </p>
<p>✈️ We’ll help you relocate to the UK </p>
<p>✅ We can sponsor your visa.</p>
<p>📍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) </p>
<p>⏰ 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. </p>
<p>📚 £1,000 learning budget each year to use on books, training courses and conferences.</p>
<p>🏡 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. </p>
<p>➕ Plus lots more! <a href="https://monzo.com/careers/">Read our full list of benefits</a>.</p>
<h3>Interview Process</h3>
<p>Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!</p>
<ul>
<li>30 minute recruiter call</li>
<li>45 minute call with hiring manager</li>
<li>3 x 1-hour video calls with various team members</li>
</ul>
<p>Our average process takes around 3-4 weeks but we will always work around your availability. </p>
<p>We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. <a href="https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo">You can read them here.</a></p>
<p>#LI-AE1 #LI-REMOTE</p>
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