Head of Workforce Management, Data

1 hour, 13 minutes ago
Full-time
Lead
Data Science and Analytics
Monzo

Monzo

Monzo is a digital retail bank and fintech company that provides smart banking solutions through its smartphone app. With over 8 million users, Monzo offers intelligent notifications, instant balance updates, and financial management tools to help user...

Banks
1K-5K
Founded 2015
$1100M raised

Description

  • Own service performance and SLA delivery across Customer Operations.
  • Design and operate a closed-loop system connecting forecasting, scheduling, routing, and real-time intervention.
  • Build and run a hybrid workforce model that treats AI and automation as workforce components.
  • Lead demand forecasting and capacity planning, turning data into staffing and system design strategies.
  • Monitor queues and real-time performance, identifying risks and intervening when SLAs are at risk.
  • Shape demand in real time through routing, prioritisation, and AI/human channel decisions.
  • Develop operational resilience playbooks for demand spikes, automation failures, and changing customer behaviour.
  • Evolve Workforce Management from scheduling to system-level orchestration.
  • Partner with Operations, Data/ML, Product, and Finance on service, cost, and scaling strategy.

Requirements

  • Experience operating large-scale, real-time supply/demand systems such as marketplaces, logistics networks, or service operations at scale.
  • Direct accountability for service levels or SLAs in high-stakes, real-time environments.
  • Strong operator instincts and the ability to make fast, high-quality decisions under pressure.
  • Highly data fluent, with comfort using forecasting models and metrics such as MAPE and RMSE.
  • Ability to translate model outputs into real-world operational decisions.
  • Experience building teams, systems, and processes from scratch that scale across regions and time zones.
  • Excitement for orchestrating human + AI systems as a single workforce.
  • Ability to influence senior stakeholders across technical and operational domains.
  • Understanding of how ML systems affect operational performance is preferred.

Benefits

  • Salary of £120,000-£175,000 plus benefits.
  • UK visa sponsorship available.
  • Relocation support to the UK.
  • Flexible working hours.
  • Remote work within the UK with ad hoc meetings in London.
  • £1,000 annual learning budget for books, training courses, and conferences.
  • Company-provided MacBook and support for home-working setup for fully remote employees.

Interested in this position?

Apply directly on the company website

Apply Now

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