Machine Learning Manager, Operations

• Lead Machine Learning for Monzo's Workforce Management vertical, building the ML and optimisation systems that help provide fast, efficient, and resilient customer support at scale. • Work on demand forecasting, real-time supply and demand matching, problem routing and escalation, and predictive models for time-to-completion and assignment. • A great role for someone still close to technical work — a Tech Lead, Senior ML Scientist, or Senior ML Engineer excited to grow into broader leadership. • Work remotely from anywhere in the UK or from Monzo's London or Cardiff offices, with flexible working hours.

• Have recently worked as a hands-on Machine Learning practitioner, for example as a Senior IC, Tech Lead, Team Lead, or ML manager. • Have strong foundations in ML, statistics, forecasting, optimisation, or operations research, and enjoy applying them to messy real-world problems. • Have built, shipped, or owned ML systems in production, and understand what it takes to make models useful, reliable, monitored, and safe. • Move between technical detail and business context, explaining complex ML ideas clearly to both technical and non-technical people. • Enjoy coaching others and take it seriously — may already have people management experience, but open to taking a first formal step into management. • Be energised by ambiguous problem spaces where the right answer might involve a model, an algorithm, a product change, an operational process, or a combination. • Care about customer outcomes and want to build systems that help people get answers to their problems quickly and efficiently. • Be adaptable, curious, and excited by quantitative problems.

• Have prior experience leading ML for workforce management, demand forecasting, or operations research problems. • Bring experience with real-time routing, assignment, or escalation systems in production. • Have formal people management experience including coaching and developing ML scientists through regular 1:1s and technical guidance. • Bring experience contributing to ML discipline-wide practices around how to build, ship, and operate ML systems in production. • Have experience working in multi-disciplinary product squads alongside data scientists, engineers, product managers, and operations specialists.

• Shape the ML strategy for Workforce Management, helping decide where ML, forecasting, and optimisation can have the biggest impact for customers and human agents. • Lead the design, build, and delivery of production ML systems across forecasting, routing, assignment, escalation, and time-to-completion prediction. • Stay close to the technical details — help the team frame problems well, choose the right modelling approach, define robust validation, review trade-offs, and ship safely. • Work with Product, Engineering, Data, and Operations leaders to turn ambiguous operational problems into pragmatic, iterative ML systems that improve real customer outcomes. • Coach and develop Machine Learning Scientists through regular 1:1s, feedback, and technical guidance. • Create healthy ways of working for the team — clear priorities, strong technical standards, good documentation, sensible monitoring, and space for people to do their best work. • Contribute to the wider Machine Learning discipline at Monzo, helping scale how ML systems are built, shipped, and operated in production.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £113,200–£145,200 plus equity and incentive awards tied to performance. • Receive visa sponsorship and relocation assistance to the UK. • Work remotely from anywhere in the UK or from Monzo's London or Cardiff offices. • Work flexible hours that suit you and your team. • Access a £1,000 annual learning budget for books, training courses, and conferences. • Receive a full work-from-home setup including a MacBook, with extra support for fully remote workers.

Monzo is on a mission to make money work for everyone. Starting as a prepaid card, the product offering has grown over 10 years in the UK to include personal and business bank accounts, joint accounts, accounts for 16–17 year olds, free kids accounts, credit cards, savings, investments, and pension combining. The Operations Machine Learning team builds the ML and optimisation systems that help Monzo provide fast, efficient, and resilient customer support at scale.