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. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal 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 and combine 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! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ 📍 London/Cardiff/UK Remote | 💰£120,000-£175,000 + Benefits ✨ Our Work Force Management team ⭐ 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. This is not a traditional Workforce Management role. It’s closer to running a logistics network, marketplace, or real-time service system . 🔑 You’ll 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 🤩 We’d love to hear from you if… 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 ... (truncated, view full listing at source)