Head of Workforce Management, Data

📍 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 outputs into real-world decisions, not just analysis You’re a builder-leader, experienced in creating teams, systems, and processes from scratch that scale across regions and time zones You’re excited by the challenge of orchestrating human + AI systems as a single workforce You can influence senior stakeholders across technical and operational domains, and drive alignment in complex environments ⚠️ What this role is (and isn’t) This is a system-level operations role, not a traditional scheduling or contact centre WFM position You’ll be accountable for outcomes (SLA, cost, resilience) — not just plans or processes You’ll operate in a real-time, high-stakes environment, where decisions have immediate customer and business impact 🙌 What’s in it for you 💰 £120,000-£175,000 + Benefits ✈️ We’ll help you relocate to the UK ✅ We can sponsor your visa. 📍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) ⏰ 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. 📚 £1,000 learning budget each year to use on books, training courses and conferences. 🏡 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. ➕ Plus lots more! Read our full list of benefits. Interview Process Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions! 30 minute recruiter call 45 minute call with hiring manager 3 x 1-hour video calls with various team members Our average process takes around 3-4 weeks but we will always work around your availability. We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. #LI-AE1 #LI-REMOTE