Machine Learning Manager (Operations)

Join Monzo as a Machine Learning Manager (Operations) and lead the development of machine learning and optimization systems that enhance customer support. You will shape the ML strategy for Workforce Management, design and deliver production ML systems, and coach a growing team of Machine Learning Scientists. This role offers flexible working hours, a yearly salary review, a learning budget, and various health and wellness benefits.

• Lead the design, build, and delivery of production ML systems across forecasting, routing, assignment, escalation, and time-to-completion prediction.
• Shape the ML strategy for Workforce Management, helping to decide where ML, forecasting, and optimisation can have the biggest impact for customers and human agents.
• Coach and develop Machine Learning Scientists through regular 1:1s, feedback, and technical guidance, creating healthy ways of working for the team.
• 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 ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!
• Coaching others is something you enjoy and take seriously. You may already have people management experience, but we’re also open to people taking their first formal step into management
• You’re adaptable, curious and excited by quantitative problems
• You’ve recently worked as a hands-on Machine Learning practitioner, for example as a Senior IC, Tech Lead, Team Lead or ML manager
• Ambiguous problem spaces energise you. The right answer might involve a model, an algorithm, a product change, an operational process, or a combination of all four
• You can move between technical detail and business context, explaining complex ML ideas clearly to technical and non-technical people
• You’ve built, shipped or owned ML systems in production, and understand what it takes to make models useful, reliable, monitored and safe
• You have strong foundations in ML, statistics, forecasting, optimisation or operations research, and enjoy applying them to messy real-world problems
• Customer outcomes matter to you, and you want to build systems that help people get answers to their problems quickly and efficiently