At a Glance
- Tasks: Lead the transformation of workforce management into a real-time, hybrid human + AI system.
- Company: Join Monzo, a forward-thinking tech company revolutionising customer operations.
- Benefits: Competitive salary, flexible working hours, learning budget, and relocation support.
- Other info: Dynamic role with opportunities for growth and collaboration across multiple teams.
- Why this job: Make a significant impact by orchestrating innovative systems that enhance customer experience.
- Qualifications: Experience in large-scale, real-time supply/demand systems and strong data fluency.
The predicted salary is between 120000 - 175000 € per year.
📍 London/Cardiff/UK Remote | 💰£120,000-£175,000 + Benefits
Our Work Force Management team 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.
Head of Workforce Management, Data in London employer: Referrals Only
Monzo is an exceptional employer that champions innovation and flexibility, offering a unique opportunity to lead the transformation of Workforce Management in a dynamic, real-time environment. With a competitive salary range of £120,000-£175,000 plus benefits, employees enjoy a supportive work culture that prioritises personal growth through a generous learning budget and flexible working arrangements. The collaborative atmosphere encourages cross-functional partnerships, making it an ideal place for those eager to shape the future of customer operations while balancing human expertise with cutting-edge AI technology.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Workforce Management, Data in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Monzo. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for your interviews by understanding the role inside out. Dive deep into how real-time systems work and be ready to discuss your experience with data-driven decision-making. Show us you know your stuff!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. Get comfortable talking about your past experiences and how they relate to the hybrid human + AI workforce model.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Head of Workforce Management, Data in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with real-time supply/demand systems. We want to see how your skills align with our vision of a hybrid human + AI workforce.
Showcase Your Data Skills:Since this role is all about data fluency, don’t shy away from mentioning specific metrics or forecasting models you've worked with. We love seeing how you translate complex data into actionable strategies!
Demonstrate Your Leadership Experience:We’re looking for builder-leaders! Share examples of how you’ve created teams or systems from scratch, especially in high-stakes environments. This will show us you can handle the pressure and drive results.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Referrals Only
✨Understand the Role
Make sure you fully grasp what the Head of Workforce Management role entails. Familiarise yourself with the shift from traditional scheduling to a hybrid human + AI system. Be ready to discuss how your experience aligns with this transformation and how you can contribute to building a closed-loop system.
✨Showcase Your Data Fluency
Since this role requires strong data skills, prepare to talk about your experience with forecasting models and metrics like MAPE and RMSE. Bring examples of how you've translated complex data into actionable strategies in previous roles, especially in high-stakes environments.
✨Demonstrate Real-Time Decision-Making Skills
Highlight your ability to make quick, informed decisions under pressure. Prepare scenarios where you've successfully balanced customer experience, cost, and risk. This will show that you have the operator instincts needed for this fast-paced role.
✨Prepare for Cross-Functional Collaboration
This position involves working closely with various teams like Ops, Data/ML, Product, and Finance. Think of examples where you've influenced senior stakeholders and driven alignment across different domains. Being able to communicate effectively with both technical and operational teams is key.
