Senior Manager, Support Operations

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

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:

As Senior Manager of Support Operations at Mews, you will own the systems and processes that keep our global support function running at its best. This is not a maintenance role. It is a high-impact position that sits at the intersection of process design, AI-driven automation and cross-functional delivery. 

You will drive operational consistency, workflow optimisation and scalable execution across our support organisation. A core focus of the role is making the support function more efficient – whether that means building automations directly, redesigning how processes work, or using data to identify where time and effort are being lost. You will partner with product, engineering and data teams where needed, but this is a hands-on role with clear ownership over how support operates at scale. 

This role is focused on governing workflows, tooling and processes – not customer relationships or regional strategy. It reports into the Director of Support and is part of the Customer Experience and Delivery organisation. 

Your mission, should you choose to accept it: 

Business Analysis and Process Optimization 

• Gather and document business requirements, process flows and functional specifications across the support function 

• Own workflow and routing governance – ensuring the right tickets reach the right teams through well-designed, consistently applied processes 

• Drive process standardisation across the support organisation, reducing variation and making it easier to scale 

• Conduct gap analysis to identify inefficiencies and surface areas for meaningful improvement 

• Develop and present business cases for proposed process changes and automation initiatives 

• Work closely with data analysts to define requirements, build dashboards and surface the insights that drive support strategy 

• Use support analytics to assess performance metrics, identify trends and drive decisions that are grounded in evidence 

 Process Automation and AI Integration 

• Take direct ownership of automation efforts across the support organisation – designing, building and iterating on solutions that reduce manual effort and increase efficiency at scale 

• Use a data-driven approach to identify where automation, process redesign or tooling changes will have the greatest impact 

• Lead business process reengineering initiatives to eliminate redundancy and free the support team to focus on higher-value work 

• Implement AI-powered solutions that improve the customer experience, working with product and engineering teams where technical collaboration is needed 

• Partner with the GTM team to connect support tooling with the broader GTM stack – ensuring data flows cleanly, integrations hold up at scale and nothing falls through the cracks between systems 

 Project and Stakeholder Management 

• Collaborate with stakeholders across markets and regions to keep process improvement initiatives aligned and moving 

• Partner with GTM teams – including Sales, Customer Success and Marketing – to ensure support operations are aligned to the broader customer journey and inform GTM strategy 

• Lead cross-functional teams from inception to delivery, holding scope, timeline and budget with care 

• Communicate project progress, risks and impact clearly to leadership and key stakeholders 

 Customer Support Systems and Infrastructure 

• Partner with product on the development and enhancement of customer support tools, ensuring seamless integration and strong performance 

• Use insights from support data, ticketing systems and automation tooling to continuously improve how the team operates 

• Work alongside support teams to reduce response times, improve service quality and raise customer satisfaction 

• Partner with the Workforce Management analyst to ensure staffing models, scheduling and capacity planning are grounded in data and aligned to support demand 

 You'll be a great fit if you bring a few of the below with you 

Must-haves: 

• Strong background in process optimization and analytics, including Lean Six Sigma or Agile methodologies 

• Advanced skills in SQL, Python and data visualisation tools such as Tableau, Looker or GCP 

• Hands-on experience with AI-driven automation, API integrations and workflow automation tooling 

• Proven ability to manage relationships across global teams and senior leadership, and keep stakeholders aligned on complex initiatives 

• Strong execution skills with a track record of leading process improvement projects end to end 

Preferred: 

• 8+ years of experience in process improvement, operations management or business intelligence 

• Familiarity with customer support platforms such as Intercom or Pylon 

• Experience in a fast-paced tech environment or high-growth company 


• Certifications in Lean Six Sigma, PMP or Business Process Management (BPMN)