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.
Key Responsibilities
- Own service performance and SLA delivery across Customer Operations – accountable for outcomes, not just inputs
- Design and operate a closed‑loop system that connects forecasting, scheduling, routing, and real‑time intervention – continuously improving performance through feedback and learning
- Build and run a hybrid workforce model (Human + AI) – treat AI and automation as first‑class workforce components with their own capacity, performance, and failure modes
- Lead demand forecasting and capacity planning, translating complex data into clear, actionable strategies for staffing and system design
- Run real‑time performance systems – monitor queues, identify risks, and lead interventions when SLAs are at risk
- Shape demand in real time through routing, prioritisation, and AI/human channel decisions to protect SLA and optimise system performance
- Develop playbooks for operational resilience, including demand spikes, automation failures, and unexpected changes in customer behaviour
- Evolve Workforce Management from scheduling to orchestration – build a system‑level capability that scales with automation and complexity
- Partner cross‑functionally with Ops, Data/ML, Product, and Finance to align service performance, cost, and scaling strategy
Qualifications
- Operated large‑scale, real‑time supply/demand systems (e.g. marketplaces, logistics networks, or service operations at scale)
- Been directly accountable for service levels or SLAs in high‑stakes, real‑time environments
- Strong operator instincts – able to make fast, high‑quality decisions under pressure, balancing customer experience, cost, and risk
- Highly data fluent – comfortable working with forecasting models, metrics (e.g. MAPE, RMSE), and understanding how ML systems impact operational performance
- Translate model outputs into real‑world decisions, not just analysis
- Builder‑leader with experience creating teams, systems, and processes from scratch that scale across regions and time zones
- Excited by the challenge of orchestrating human + AI systems as a single workforce
- 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
- Accountable for outcomes (SLA, cost, resilience) – not just plans or processes
- Operate in a real‑time, high‑stakes environment where decisions have immediate customer and business impact
Benefits
- £120,000‑£175,000 + Benefits
- Relocation assistance for the UK
- Visa sponsorship available
- Remote‑first working model with support for home‑office setup
- Flexible working hours and trust to work the hours that fit you and your team
- £1,000 annual learning budget for books, training courses, and conferences
Equal opportunities for everyone.
Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.
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