Monzo
Machine Learning Manager, Operations
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Machine Learning Manager, Operations
🚀 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 over 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
- Free kids accounts
- Credit cards in the UK
Our UK customers can also save, invest and combine their pensions with us.
With features like hot coral cards, get-paid-early, financial education on social media and award-winning customer service, we have a history of creating magical moments for our customers! We are driven by problem-solving and changing lives through Monzo ❤️
Work Location & Package
📍 Location: London, Cardiff, or UK Remote 💰 Base Salary: £113,200 - £153,200 with equity and performance-linked Incentive Awards
Within Our Machine Learning Team ⭐
Our team is responsible for designing and building AI and optimisation systems that streamline customer support, ensuring fast, reliable service at scale.
The Role
Key Responsibilities
You will lead Machine Learning for our Workforce Management vertical, focusing on optimising agent allocation and operational efficiency. Your core duties include:
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Shaping the ML strategy for Workforce Management:
- Identifying key opportunities where forecasting, optimisation, and ML can most benefit customers and support agents.
- Deciding workflow priorities to maximise customer and operational impact.
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Engineering and delivery of production ML systems:
- Steering development across forecasting, demand matching, routing, escalation prediction, and time-to-completion models.
- Ensuring technical quality: problem framing, optimising modelling, validating robustness, and potential trade-offs.
- Collaborating across teams — product, engineering, data science, and operations — to turn poorly-defined problems into actionable ML solutions.
- Building support systems that genuinely enhance real-life customer outcomes.
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Technical leadership & mentorship:
- Advising and mentoring the growing team of Machine Learning Scientists.
- Conducting 1:1s, coaching feedback, and refining their technical acumen.
- Encouraging strong team practices: clear priorities, high technical standards, documentation, monitoring, and supportive autonomy.
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Bridging gaps & contributing broadly:
- Helping scale Monzo’s approach to building, deploying, and operating ML in production.
Key Requirements
You’ll thrive if you:
✔ Practitioner with management enthusiasm: Recent senior hands-on roles (Tech Lead, Team Lead, Senior ML Scientist, Senior ML Engineer).
✔ Strong ML roots & real-world application:
- A robust knowledge of forecasting, analysis, forecasting, optimisation, and operations research.
- Experience building, shipping, or running ML systems in real-world settings—mindful of reliability, monitoring, and safety.
✔ Bridging gap between technical detail and business context:
- Translating complex models, methods, and promotions efficiently for tech and non-tech audiences.
- Enjoy integrating ML output into production workflows.
✔ Mentorship mindset:
- Early or existing people-manager experience welcome; happy to start your first formal leadership role.
✔ Problem-solving vet with a diverse mind:
- Strategic thinkers who recognise creative, data-driven solutions may lie in models, extensions, product changes, or process evolution.
✔ Do:. passionate about amplifying customer outcomes.
- Building systems that swiftly and efficiently help customers resolve their queries.
✔ Quick adaptors & curious collaborators: Thriving on quantity challenges and statistics.
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Why Apply?
You’ll Been Rewarded For Your Efforts
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Competitive base salary + Bonus Tier: £113,200 - £153,200 plus performance-linked Incentive Awards.
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Relocation assistance (if needed to move to the UK).
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Visa sponsorship available.
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Work Location: Based within our London office or fully UK remote with in-person meetups (e.g., London headquarters).
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Flexible hours and deep trust in balancing productivity, personal habits, and team schedules.
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£1,000 annual learning budget to cover books, courses, and conferences.
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Equipment and setup: All employees receive Macbooks; remote employees provided additional WFH support.
Beyond Compensation
Monzo’s dedication to inclusiveness and belonging is core to its mission. Diversity matters — you can read about:
- Our 2026 diversity intervention plan [blog](link here if available)
- Our 2025 Gender Pay Gap Report
Monzo prioritises equal opportunity for all applicants, regardless of:
- Age
- Ethnicity
- Religion
- Sex/Gender Identity
- Sexual Orientation
- National Origin
- Marital or Parental Status
- Veteran Status
- Disability or Neurodiversity status.
Drop your preferred name on your application, no need for legal full names at this stage.
Note: We encourage applicants (especially women or people of color!) not to skip based on perfect ‘match’ concerns; passion and growth take precedence.
Application Process
Three Step Journey
- Recruiter Call
- Initial Technology Discussion
- Final Technical Round (“Full Loop”)
The process is marked at 3-4 weeks to earn candidates’ schedule. Flexibility will ensure a smooth journey.
Interested in optimising AI-driven hiring practices? You’ll find AI guidelines here.
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