Machine Learning Manager, Operations

EngineersOfAI; Greater London; On-site; GBP 113,200 - 145,200; Full time

Benefits offered by this job

Equity

Incentive awards

Comprehensive benefits

Job summary

EngineersOfAI is on a mission to enhance banking through innovative products and services. We are looking for a Machine Learning Leader in London or remotely to shape our workforce management strategies and lead a growing team of Machine Learning Scientists.

This role requires strong technical skills alongside leadership abilities, focusing on designing, building, and delivering effective ML systems to improve customer support efficiency.

If you possess a hands-on Machine Learning background, we would love to hear from you!

Qualifications

• Experience in hands-on Machine Learning work.
• Background as Tech Lead, Team Lead, or Senior Machine Learning Scientist.
• Strong technical understanding and product judgement.

Responsibilities

• Lead the design and delivery of ML systems for workforce management.
• Shape the strategy for ML applications impacting customer support.
• Coach and develop team members through feedback and guidance.
• Work closely with product and engineering teams.

Skills

Machine Learning

Forecasting

Optimization

Leadership

Technical proficiency

Job description

We’re on a mission to make money work for everyone. We’re 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’re not about selling products – we want to solve problems and change lives through Monzo.

Location: London / Cardiff / UK Remote | Salary: £113,200 – £145,200 + equity + incentive awards + benefits.

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 Manager.