Machine Learning Manager, Operations

About the role

You own the complete lifecycle for workforce machine learning inside operations. You shape strategy, drive delivery, coach peers, and keep customer impact central.

Key facts

What you'll do

Define machine learning vision for workforce management and prioritise forecasting and optimisation opportunities. Design production grade systems for forecasting, routing, and assignment while working closely with product and engineering teams. Translate ambiguous operations problems into clear machine learning experiments that reveal reliable insights and pragmatic paths forward. Establish rigorous validation, monitoring, and explanation practices so teams understand trade offs and ship improvements safely. Coach Machine Learning Scientists, delivering feedback and technical guidance that helps people grow through regular conversations. Define healthy team rhythms, documentation standards, and monitoring practices that protect quality and enable sustained delivery. Partner with operations experts to convert support workflows into quantifiable problems addressed by data driven models. Contribute to practices that allow multiple machine learning teams to build, deploy, and operate systems reliably at scale.

Requirements

You possess recent hands on experience building and deploying models in production environments as a practitioner. You understand forecasting, routing, and optimisation concepts well enough to judge where they help operations. You communicate clearly with technical and non technical stakeholders, turning complexity into shared understanding. You hold yourself accountable for outcomes, product quality, and the long term health of the machine learning systems you create.

Nice to have

Experience coaching engineers and scientists while balancing delivery speed with technical rigour.

Skills & tools

Machine learning, forecasting, optimisation, operations research, Python, and related data tools.

Practical notes

What you will join

We are on a mission to make money work for everyone. We are waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in 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, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers. We are not about selling products - we want to solve problems and change lives.

Our Operations Machine Learning team builds the machine learning and optimisation systems that help Monzo provide fast, efficient and resilient customer support at scale. You will 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 and 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 large language models. You will work on rigorous machine learning, forecasting, optimisation and operations research problems where quantitative thinking, pragmatic delivery and strong product judgement really matter.

You will 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 will shape the machine learning strategy for workforce management, helping us decide where machine learning, forecasting and optimisation can have the biggest impact for customers and human agents. You will lead the design, build and delivery of production machine learning systems across forecasting, routing, assignment, escalation and time-to-completion prediction. You will stay 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. You will work with product, engineering, data and operations leaders to turn ambiguous operational problems into pragmatic, iterative machine learning systems that improve real customer outcomes. You will coach and develop Machine Learning Scientists through regular 1:1s, feedback and technical guidance. You will 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. You will contribute to the wider machine learning discipline at Monzo, helping us scale how we build, ship and operate machine learning systems in production.

We'd love to hear from you if you have recently worked as a hands on machine learning practitioner, for example as a Senior IC, Tech Lead, Team Lead or ML manager.