Head Of Workforce Management, Data

Monzo Bank

London, UK
Base: £120,000-£175,000; bonus/equity: not specifi...
Remote
Real-time supply/demand systems
Accountable for service levels or slas
Operator instincts and fast decision-making
Customer Operations at Monzo is evolving into a real-time control system, moving away from traditional, headcount-driven service models toward a hybrid human + AI system

Job Summary

  • Customer Operations at Monzo is evolving into a real-time control system, moving away from traditional, headcount-driven service models toward a hybrid human + AI system.
  • 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.
  • This role sits at the centre of that transformation, working across Operations, Data, ML, Product, and Finance to build a closed-loop system.

Matching Summary

Customer Operations at Monzo is evolving into a real-time control system, moving away from traditional, headcount-driven service models toward a hybrid human + AI system.

Salary

Base: £120,000-£175,000; Bonus/Equity: Not specified; Benefits: Included

Skills & Requirements

Must-have

  • Real-time supply/demand systems
  • Accountable for service levels or SLAs
  • Operator instincts and fast decision-making
  • Data fluency and model interpretation
  • Orchestrating human + AI systems

Nice-to-have

  • Building teams and processes from scratch
  • Influencing senior stakeholders
  • Translating model outputs to decisions

Key Requirements

  • Large-scale, real-time supply/demand systems experience
  • Direct accountability for service levels or SLAs
  • Strong data fluency
  • Builder-leader experience
  • Ability to influence senior stakeholders

Work Rights

Not specified

Sponsorship: available

Tailored Resume

Cover Letter