Description

You will design and operate a real-time system that matches demand and capacity across humans and AI to ensure every customer problem is resolved within SLA, balancing customer experience, cost, and operational resilience at Monzo.

Requirements

• Experience operating large-scale, real-time supply/demand systems (e.g., marketplaces, logistics, service operations)
• Direct accountability for service levels or SLAs in high-stakes, real-time environments
• Strong operator instincts with ability to make fast decisions under pressure
• Highly data fluent with forecasting models and metrics

Responsibilities

• Own service performance and SLA delivery across Customer Operations
• Design and operate a closed-loop system connecting forecasting, scheduling, routing, and real-time intervention
• Build and run a hybrid workforce model (Human + AI) with capacity, performance, and failure modes
• Lead demand forecasting and capacity planning, translating data into actionable strategies
• Run real-time performance systems, monitoring queues and leading interventions when SLAs are at risk