What You'll Do
Drive service performance across a large-scale customer operations environment, with direct accountability for meeting SLAs. You’ll move beyond traditional scheduling to create a responsive, adaptive control system that balances demand and capacity in real time.
Design and manage an integrated workflow connecting forecasting, staffing, routing, and live interventions. Use feedback loops and performance data to continuously refine how the system adapts to changing conditions. Treat AI and automation as core components of the workforce—each with measurable capacity, performance, and failure points.
Lead forecasting and capacity planning efforts, translating complex model outputs into clear operational strategies. Monitor live queues and system health, stepping in proactively when performance risks emerge. Adjust routing logic and channel allocation—between AI and human agents—to maintain service levels and efficiency.
Develop response playbooks for disruptions such as demand surges, automation outages, or shifts in customer behavior. Evolve workforce management from a tactical function into a strategic capability that scales with increasing automation and operational complexity.
Collaborate closely with teams across Operations, Data, Machine Learning, Product, and Finance to align goals around service quality, cost efficiency, and scalability.
Requirements
- Proven experience managing large-scale, real-time supply and demand systems—such as in logistics, marketplaces, or high-volume service operations
- Direct responsibility for SLA delivery in fast-moving, high-pressure environments
- Strong operational judgment: able to make rapid, informed decisions that balance customer experience, cost, and risk
- Deep fluency with data—comfortable interpreting forecasting models and metrics like MAPE and RMSE
- Ability to turn model insights into real-world actions, not just reports
- Experience building teams and systems from the ground up, especially those that operate across regions and time zones
- Passion for integrating human and AI components into a unified, scalable workforce
- Skill in influencing senior leaders across technical and operational functions to drive alignment
Benefits
- Competitive salary in the range of £120,000–£175,000, plus benefits
- Support for relocation to the UK and visa sponsorship
- Flexible working hours—trusted to manage your time effectively across UK-based teams
- Annual £1,000 learning budget for courses, books, or conferences
- Remote-first setup: company-issued MacBook and support for home office equipment
- Work locations include London, Cardiff, or fully remote within the UK
- Distributed team culture with minimal mandatory in-person meetings
