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About the Role

This role leads the next phase of building workforce systems that allow Monzo to keep scaling Customer Operations as we expand our products, global footprint and AI capabilities. You’ll sit at the intersection of Data, Product, Engineering, Operations and Finance, shaping the technology, data products and operating systems that help Monzo understand demand, plan capacity, schedule work, measure execution, assign tasks, and respond to live operational change. You’ll also build and develop the team and capability needed for this next stage.

Responsibilities

Lead the strategy for Monzo’s Workforce Systems, across forecasting, capacity planning, scheduling, work status, task assignment and service performance.
Build and develop a high-performing team across forecasting, measurement, analytics and operational data products, while helping shape the wider workforce systems roadmap with Product and Engineering.
Build production-grade data products that support live operational decisions - including forecasting, schedule fit, work-status signals, capacity impact, throughput and service-performance measures.
Improve how we forecast and plan demand, including forecast accuracy, bias, uncertainty, feedback loops, and the impact of new products, new markets, AI agents and changing customer behaviour.
Connect forecasts, schedules and live execution, so teams can understand how operational reality is changing and take action at the right time.
Develop stronger system controls for capacity decisions, including forecast releases, demand changes, operational process changes, tooling launches and staffing decisions.
Evolve how Forecast Change Requests and capacity-impacting changes work, moving toward system-supported decisioning, impact assessment and guardrails.
Partner deeply with Product and Engineering to define and build the workflows, metrics, controls and technical capabilities that help teams make better workforce decisions.
Help evolve task assignment and routing, so work is allocated based on schedule, skill, capacity, prioritisation logic and live service needs.
Raise the analytical and statistical bar across workforce planning and service performance, helping teams reason clearly about forecast error, AHT, workload, volatility, throughput, schedule adherence and customer outcomes.
Transform the operating model for the next stage of scale, helping teams move toward exception-based operation, feedback loops and system-led control.
Work with senior leaders across Ops, Data, Product, Engineering and Finance to make trade-offs between service quality, cost, capacity, risk and speed of execution.

Requirements

Led data products, forecasting systems, marketplace systems, logistics systems, operational platforms or live decision systems where data and models directly influenced how a business operated.
Strong first-principles systems thinking and can break complex operational problems into clear components, feedback loops, controls and product opportunities.
Strong statistical judgement - you understand forecasting, uncertainty, bias, volatility, measurement quality, and when a metric is ready to support an operational decision.
Product-minded: you think about users, workflows, incentives, adoption, decision points, and how tooling can make good decisions easier.
Credible with Engineering and can partner on architecture, reliability, system design, productisation, sequencing and trade-offs.
Built, led or scaled teams working across data, product, engineering or operational systems.
Comfortable working in live operational environments, where decisions affect customers, cost, risk, regulation and service performance.
Can lead through ambiguity and influence senior stakeholders across Product, Engineering, Data, Ops and Finance.
A builder-leader: you’ve created teams, systems, processes or capabilities that scale.
Excited by the challenge of building workforce systems for a future where human and AI capacity operate together.
Motivated by Monzo’s mission to make money work for everyone, and by the role Operations plays in delivering fast, safe and high-quality customer support as we grow.

Skills

Data Science
Data Products
Operational Systems
Forecasting
Marketplace Operations
Logistics
Planning Systems
Routing
Service Platforms
AI-enabled Operations
Supply/Demand Environments
Workforce Management
Customer Operations
Outsourcing
Contact Centres
Complex Systems Understanding
Data Product Building
Cross-functional Leadership
Statistical Judgement
Product Thinking
Technical Credibility
People Leadership

Location

London
Cardiff
UK Remote

Work Type

Remote
Hybrid

Experience Level

Senior

Salary/Compensations

£150,000–£180,000 + Incentive Awards tied to your performance + Benefits
£120,000–£175,000 + Benefits

Benefits

Incentive Awards tied to your performance
Relocation assistance to the UK
Visa sponsorship
Flexible working hours
£1,000 learning budget each year
MacBooks provided
Remote worker home setup support

About the Company

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 ❤️

Equal Opportunity

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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊