Data Director – Workforce Systems, Service Performance

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Overseeing the strategy for Monzo’s Workforce Systems, focusing on forecasting, capacity planning, scheduling, work status, task assignment, and service performance.

• Creating and nurturing a high-performing team across forecasting, measurement, analytics, and operational data products, while also contributing to the broader workforce systems roadmap in collaboration with Product and Engineering.

• Developing production-quality data products that facilitate real-time operational decisions, including forecasting, schedule alignment, work-status indicators, capacity impact, throughput, and service-performance metrics.

• Enhancing our methods of forecasting and planning demand, paying attention to forecast accuracy, bias, uncertainty, feedback mechanisms, and the influences of new products, new markets, AI agents, and evolving customer behavior.

• Integrating forecasts, schedules, and real-time execution, enabling teams to grasp changes in operational reality and respond appropriately at the right moment.

• Strengthening system controls for capacity-related decisions, which encompass forecast releases, demand fluctuations, operational process adjustments, tooling implementations, and staffing choices.

• Advancing how Forecast Change Requests and capacity-impacting modifications are handled, transitioning towards system-supported decision-making, impact evaluations, and safeguards.

• Collaborating closely with Product and Engineering to define and develop workflows, metrics, controls, and technical capabilities that empower teams to make informed workforce decisions.

• Assisting in the evolution of task assignment and routing, ensuring work distribution is based on schedule, skill level, capacity, prioritization logic, and real-time service requirements.

• Elevating the analytical and statistical standards across workforce planning and service performance, aiding teams in making informed assessments regarding forecast errors, AHT, workload, volatility, throughput, schedule compliance, and customer outcomes.

• Transforming the operating model for the next growth phase, guiding teams towards exception-based operations, feedback loops, and system-driven control.

• Collaborating with senior leaders across Ops, Data, Product, Engineering, and Finance to balance trade-offs between service quality, cost, capacity, risk, and execution speed.

⛳️ Requirements

• You have experience leading data products, forecasting systems, marketplace systems, logistics systems, operational platforms, or live decision systems where data and models significantly impacted business operations.

• You possess robust first-principles systems thinking, enabling you to decompose complex operational challenges into clear components, feedback loops, controls, and product opportunities.

• You have strong statistical judgment, understanding forecasting, uncertainty, bias, volatility, measurement quality, and recognizing when a metric is prepared to guide an operational decision.

• You are product-oriented: considering users, workflows, incentives, adoption, decision points, and how tools can simplify sound decision-making.

• You are credible with Engineering and can collaborate on architecture, reliability, system design, productization, sequencing, and trade-offs.

• You have built, led, or scaled teams working within data, product, engineering, or operational systems.

• You are comfortable operating in live environments where decisions impact customers, costs, risks, regulations, and service performance.

• You can navigate ambiguity and influence senior stakeholders across Product, Engineering, Data, Ops, and Finance.

• You are a builder-leader: you have established teams, systems, processes, or capabilities that scale effectively.

• You are energized by the challenge of developing workforce systems for a future in which human and AI capacities work in tandem.

• You are inspired by Monzo’s mission to make money work for everyone and recognize the critical role Operations plays in delivering swift, safe, and high-quality customer support as we expand.

🏝️ Benefits

• £1,000 annual learning budget for books, training courses, and conferences.

• We provide you with the necessary tools to work from home; all employees receive MacBooks, and remote workers get additional support for their home setup.

• We offer flexible working hours and place trust in you to work the necessary hours to perform your job effectively, at times that suit both you and your team.

• We can sponsor your visa.

• We assist with relocation to the UK, if applicable.