Machine Learning Manager, Operations

Our Operations Machine Learning team

We’re building the machine learning and optimisation systems that help Monzo provide fast, efficient and resilient customer support at scale.

You’ll lead Machine Learning for our Workforce Management vertical: the organisation that makes sure Monzo has the right human support supply to meet customer demand. The team works on demand forecasting, real-time supply & demand matching, problem routing and escalation, and predictive models that help us understand how long work will take, what might become late, and where the next best human support should be assigned.

This is a great role for someone who is still close to technical work. You might be a Tech Lead, Team Lead, Senior Machine Learning Scientist or Senior Machine Learning Engineer who has recently been building models and systems yourself, and is excited to grow into a broader leadership role.

Not everything here is about LLMs. You’ll work on rigorous ML, forecasting, optimisation and operations research problems where quantitative thinking, pragmatic delivery and strong product judgement really matter.

You’ll lead a growing team of Machine Learning Scientists, embedded in product squads working alongside data scientists, backend, mobile and web engineers, product managers, user researchers, designers and operations specialists.

You’ll play a key role by…

• Shaping the ML strategy for Workforce Management, helping us decide where ML, forecasting and optimisation can have the biggest impact for customers and human agents.
• Leading the design, build and delivery of production ML systems across forecasting, routing, assignment, escalation and time-to-completion prediction.
• Staying close to the technical details: helping the team frame problems well, choose the right modelling approach, define robust validation, review trade-offs and ship safely.
• Working with Product, Engineering, Data and Operations leaders to turn ambiguous operational problems into pragmatic, iterative ML systems that improve real customer outcomes.
• Coaching and developing Machine Learning Scientists through regular 1:1s, feedback and technical guidance.
• Creating 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.
• Contributing to the wider Machine Learning discipline at Monzo, helping us scale how we build, ship and operate ML systems in production.

We’d love to hear from you if…

• You’ve recently worked as a hands-on Machine Learning practitioner, for example as a Senior IC, Tech Lead, Team Lead or ML manager.
• You have strong foundations in ML, statistics, forecasting, optimisation or operations research.
• You have experience leading the delivery of production ML systems that have had measurable operational impact.
• You are comfortable working with product and operational stakeholders to define problems and shape solutions.
• You enjoy coaching and developing other scientists, helping them grow their skills and impact.
• You care about building robust, well-tested, well-monitored ML systems that can be operated safely at scale.