Senior Strategy & Operations Manager
About this role
🌍 Can you help us change the world?
It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇
🧑🏻💻 About the role
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to 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. This is similar to a Chief of Staff role in practice, grounded in strategy, operations, and execution.
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
- 5–8+ 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.
- 🎉 What's in it for you?
- Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?
- That success is powered by our incredible people and supported by the benefits that help them thrive.
- 🌍 Global benefits
- No matter where you’re based, you’ll enjoy:
- Participation in our company share program
- Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
- Unlimited paid holiday (yes, really)
- Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.