Mews
Senior Strategy & Operations Manager
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Senior Strategy & Operations Manager
Help make the world more hospitable
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.
About the Role
It’s impossible to capture every nuance of a role—especially at a rapidly growing company like Mews—but here’s where we’ll focus:
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. This requires stronger operating discipline, clearer prioritisation, and better connection across teams.
As Chief of Staff, 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 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 conflicting.
- 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 insights, and operational context into clear and actionable views.
- Track progress against key initiatives and priorities, ensuring accountability and follow-through without 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, ensuring clarity across managers and teams during periods of change.
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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 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 business needs.
- A proactive and anticipatory approach, with a bias toward action and ownership.
- Strong written and verbal communication skills, with the ability to synthesise information clearly.
- Interest in operations, organisational design, and 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
We offer competitive compensation that reflects location and qualifications:
- Location A (UK): £73,000 — £103,000 GBP
- Location B (Spain & France): €69,000 — €95,000 EUR
- Location C (Ireland): €75,000 — €115,000 EUR
Mews adheres to pay transparency practices. Salary adjustments may be made based on budget or exceptional qualifications. We commit to equal pay practices and do not engage in salary history inquiries.
Curious about the details for a location not originally listed? Your recruiter can provide more information.
What’s in it for You?
Our success is powered by our incredible people, supported by benefits that help them thrive. Here’s what you can expect:
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Global Benefits
- Unlimited paid holiday
- 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)
- €300 annual Learning budget (higher for high performers)
- "EDGE" time – monthly opportunity to Explore, Develop, Grow, and Elevate yourself
- 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
- Home office setup budget and a monthly work-from-home allowance
- Claude tokens to automate workflows and build smarter workflows
Local Benefits
Additional benefits vary by location, including healthcare, retirement plans, and social events. Ask during your interview for more details!
Life at Mews
We’re an equal opportunities employer that values diversity in teams reflecting the customers and communities we serve. We believe diverse perspectives make stronger ideas, better products, and a more welcoming company.
This is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability, and a willingness to solve difficult problems.
How We Work
- High autonomy = High responsibility. Taking ownership of outcomes is key—there isn’t always a playbook, and that’s part of the challenge.
- Change is constant. We grow and adapt quickly. Staying curious and agile is essential.
- Remote-first, not relationship-free. Flexibility is central, but strong relationships matter. Our global teams thrive with communicators and collaborators.
- AI is integral. Technology amplifies efficiency, helping you excel. We encourage using it to improve work and share insights.
Application Note
If you don’t meet 100% of criteria but believe you could make a big impact, apply. Equal access to opportunities is our commitment. We’re here to foster an inclusive experience.
Ready to Join Us?
If Mews sounds like a place where you’d thrive, we’d love to hear from you!
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.
Need support? If you’d like help during the application process, just ask! 🚀
If you’d like to explore what collaboration looks like at our digital welcome desk, location-first thinking, or disrupting the hospitality industry, reach out to us. We’re eager to meet you too.
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