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 integral 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-drivenautomationand cross-functional delivery.

You will drive operational consistency, workflowoptimisationand scalable execution across our supportorganisation. 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 toidentifywhere 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 supportoperatesat scale.

This role is focused on governing workflows,toolingand processes - not customer relationships or regional strategy. It reportsintothe Director of Support and is part of the Customer Experience and Deliveryorganisation.

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 processstandardisationacross the supportorganisation, reducing variation and making it easier to scale

Conduct gap analysis toidentifyinefficiencies 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, builddashboardsand surface the insights that drive support strategy

Use support analytics to assess performance metrics,identifytrendsand drive decisions that are grounded in evidence

Process Automation and AI Integration

Take direct ownership of automation efforts across the supportorganisation- designing,buildingand iterating on solutions that reduce manual effort and increase efficiency at scale

Use a data-driven approach toidentifywhereautomation, process redesign or tooling changes will have the greatest impact

Lead business process reengineering initiatives toeliminateredundancy 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 atscaleand 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, CustomerSuccessand Marketing - to ensure support operations are aligned to the broader customer journey and inform GTM strategy

Lead cross-functional teams frominceptionto delivery, holding scope,timelineand budget with care

Communicate project progress,risksand 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 andstrong performance

Use insights from support data, ticketingsystemsand automation tooling to continuously improve how the team operates

Work alongside support teams to reduce response times, improve servicequalityand 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 datavisualisationtools such as Tableau,Lookeror GCP

Hands-on experience with AI-driven automation, APIintegrationsand workflow automation tooling

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

Strong execution skills witha track recordof leading process improvement projects end to end

Preferred:

8+ years of experience in process improvement, operationsmanagementor 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)

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📌 Senior Manager, Support Operations (Madrid)
🏢 Mews
📍 Madrid