Senior Strategy and Operations Manager

About Mews

At Mews, we dream big and are propelling new-generation cloud technology within global hospitality. As a Hotel Tech unicorn valued at $2.5b, we’re enabling revolutionary hospitality brands to accelerate their digital transformation with our industry-leading property management solution. We’re looking for ambitious, tenacious, and passionate innovators to disrupt the hospitality industry with us. 🐇

About the Role

In Mews, Customer Experience & Delivery (CXD) manages the entire post-sale customer journey, from onboarding to adoption, support, and long-term growth. As we scale, our focus is on evolving from a people-heavy, reactive model to a more structured, scalable, and AI-enabled organization. This requires stronger operating discipline, clearer prioritization, and better cross-team connection.

Senior Strategy & Operations Manager Responsibilities

As the Senior Strategy & Operations Manager, you will be a strategic partner to the SVP of Customer Experience & Delivery, functioning similarly to a Chief of Staff role, focusing on strategy, operations, and execution. You will be central to shaping priorities, connecting cross-team work, anticipating issues, and ensuring key initiatives advance. This role is ideal for individuals who thrive in complexity, can operate without perfect structure, bridge strategy and execution, and bring clarity to ambiguous situations. You will be motivated by building a high-performing, scalable organization.

Key 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 spanning Customer Success, Onboarding, Support, Product, and Commercial teams, ensuring alignment and execution.
• Anticipate risks, gaps, and misalignment across the organization, 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 organization, 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 synthesize information clearly.
• Interest in operations, organizational design, and how to build scalable systems in a growing company.
• Motivated by building strong teams and culture, with an appreciation for how effective organizations operate day to day.

Everyone is Welcome at Mews

We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things, and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative, and exciting community, we’d love to hear from you.

Key skills/competency

• Strategy
• Operations
• Management Consulting
• Business Operations
• Cross-functional Initiatives
• Problem Solving
• Data Analysis
• Stakeholder Management
• Project Management
• Organizational Design