The hospitality industry is uniquely human, and it deserves technology that's just as inspiring as the people behind it. At Mews, we're transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.
You'll work with smart, curious people who care deeply about what they do. You'll have autonomy and the trust to make good decisions and move quickly. And you'll enjoy a real sense of purpose as you see the impact of what we're building.
If you're motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you'll feel at home here.
Let's get into the specifics. It's impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:
POSITION OVERVIEW
At Mews, Customer Experience & Delivery (CXD) owns the full post-sale customer journey, from onboarding through to adoption, support, and long-term growth.
As we scale, the challenge is not just growth, but how we operate. We are evolving from a people-heavy, reactive model into a more structured, scalable, and AI-enabled organisation. That requires stronger operating discipline, clearer prioritisation, and better connection across teams.
As Senior Strategy & Operations Manager you will act as a strategic partner to the SVP of Customer Experience & Delivery. You will sit at the centre of the organisation, helping shape priorities, connecting work across teams, anticipating issues, and ensuring that the most important initiatives move forward.
This role is for someone who enjoys complexity. You are comfortable operating without perfect structure, can move between strategy and execution, and bring clarity to situations that are ambiguous or evolving. You care about how teams operate, not just what they deliver, and you are motivated by building a high-performing organisation that can scale.
RESPONSIBILITIES
- Partner directly with the SVP of Customer Experience & Delivery on strategic priorities, planning, and decision-making, translating direction into clear actions and outcomes.
- Drive cross-functional initiatives that span Customer Success, Onboarding, Support, Product, and Commercial teams, ensuring alignment and execution.
- Anticipate risks, gaps, and misalignment across the organisation, stepping in to resolve issues before they escalate.
- Bring structure to ambiguous or complex problems, developing clear frameworks, recommendations, and execution plans.
- Act as connective tissue across teams, ensuring work is coordinated, priorities are clear, and efforts are not duplicated or working at cross purposes.
- Help design and run the operating rhythm of the organisation, including planning cycles, business reviews, leadership meetings, and offsites.
- Improve the quality of decision-making by combining data, customer insight, and operational context into clear and actionable views.
- Track progress against key initiatives and priorities, ensuring accountability and follow-through without introducing unnecessary process.
- Lead high-priority projects that do not sit neatly within a single team, adapting quickly as business needs evolve.
- Support leadership communication and alignment, helping ensure clarity across managers and teams during periods of change.
REQUIREMENTS
- 7+ years of experience in management consulting, strategy, or business operations roles, combined with experience in a high-growth startup or scale-up environment.
- Strong strategic and structured thinking, with the ability to break down complex problems and identify practical solutions.
- Proven ability to operate in both structured and unstructured environments, navigating ambiguity and driving clarity.
- Experience working across multiple functions and influencing senior stakeholders without direct authority.
- Highly analytical, with the ability to move from data to insight to decision.
- Comfortable switching between strategic work and hands-on execution, depending on what is needed.
- Proactive and anticipatory in approach, with a bias toward action and ownership.
- Strong communication skills, both written and verbal, with the ability to synthesise information clearly.
- Interest in operations, organisational design, and how to build scalable systems in a growing company.
- Motivated by building strong teams and culture, with an appreciation for how effective organisations operate day to day.
Pay range location A: UK
Pay range location B: Spain & France
Pay range location C: Ireland
Our success is powered by our incredible people, supported by benefits that help them thrive.
No matter where you're based, you'll enjoy:
- Unlimited paid holiday (yes, really)
- Participation in our company share program
- Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service)
- An annual Learning budget of €300 (and more for high performers) to support your development
- Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself
- A work from anywhere policy with flexibility to work abroad for a few weeks each year
- Relocation options, available after one year
- Flexible, hybrid working options
- A home office setup budget to make your workspace your own and a monthly work-from-home allowance
- Claude tokens, so you can automate workflows and build smarter, more efficient ways of working
You'll receive additional benefits that vary by location, from healthcare and retirement plans to team events, socials and other perks. Ask us about it during your interview process.
We're an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company.
We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems.
A few things that define how we work:
- High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn't a detailed playbook for everything, and that's part of what makes the work challenging – and rewarding.
- Change is constant. We're growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive.
- We're remote-first, not relationship-free. Flexibility is core to how we work, but strong relationships still matter. Our teams are global, so we need expert collaborators and communicators to help us move forward together.
- AI is an integral part of our processes. It's not here to steal people's jobs, but to amplify efficiency and productivity. We're motivated to proactively use the technology to seek out better ways of working and share our findings with the rest of the company.
If there's anything we can do to support you during the application process, let us know.
We don't discriminate on the basis of race, religion, colour, nationality, gender, sexual orientation, age, marital status, veteran status, disability or any other protected characteristic.
One final thing: don't hold back. If you don't meet 100% of the criteria in this job description but you're certain you could make a big impact, apply. Everyone should have equal access to opportunities, and we're committed to providing an inclusive experience.
If Mews sounds like the kind of environment where you'd thrive, we'd love to hear from you.
