Director of Strategy and Operations, Customer Deployment & Success

🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, 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 distil it down to a job description (which we do because this is a job description), it would be this:

The Deployment and Customer Success team is responsible for owning the implementation, adoption, and upsell of Mew’s multi-products to drive significant value for our clients. In 2025, the ability to activate and onboard quickly whilst balancing efficiency, and customer experience is pivotal to Mews' capacity to grow ambitiously.

As the Director of Strategy and Operations for Customer Deployment and Success at Mews, you will lead our mission to deliver efficient, customer-centric processes from sales handover to success, across all client segments. Your role is to ensure seamless, scalable, and impactful deployment and training, that maximizes customer success while aligning with Mews' growth strategy.

✅ Your mission, should you choose to accept it:

Strategic Leadership and Program Management

• Shape and drive the Deployment and Adoption roadmap, establishing strategies for streamlined, multi-channel deployment that meets diverse customer needs.
• Own the Deployment Partner strategy, managing partnerships that extend our reach and scale operations effectively across global markets.
• Optimize workforce allocation and cost efficiency, balancing internal resources with partner engagement to maintain a high-quality, agile onboarding experience.
• Create and own proactive workflows to identify gaps in product adoption and share of wallet; with the aim to build into current processes whilst addressing in real time

Cross-Functional Collaboration and Stakeholder Alignment

• Act as the main point of coordination between Deployment, Product, Operations, Support, Partnerships and other cross-functional teams, fostering alignment and efficient execution.
• Work closely with Product teams to align onboarding strategies with product roadmap and updates ensuring that we leverage technology to deploy effectively, as well as ensuring deployment supports the latest product launches
• Collaborate with Team Leads within Deployment and Customer Success to ensure the program is fully utilized, identifying opportunities for greater efficiency and support.

Operational Efficiency and Continuous Improvement

• Identify and implement process improvements, focusing on automation to reduce manual tasks and increase speed.
• Drive initiatives to enhance metrics, including time-to-onboard (TtO) and time-to-value (TtV), share of wallet adoption, ensuring quick, high-quality delivery that drives customer satisfaction.
• Leverage tools like Gainsight and Salesforce (SFDC) to track onboarding progress, analyze customer engagement, and optimize deployment workflows.

Team Development and Leadership

• Mentor and develop a team of Process Managers, creating a culture of high performance, innovation, and customer-centricity.
• Establish operational rhythms, communication frameworks, and team events that drive productivity, collaboration, and personal growth across global locations.
• Champion Mews’ core values by fostering an inclusive, results-oriented team culture aligned with the company’s strategic vision.

🤝️ You’ll be a great fit if you bring a few of the below with you:

• Experience: 10+ years in program management, strategy, or operations within SaaS, ideally with a focus on customer onboarding and deployment. Previous management consulting background a plus.
• Product Collaboration: Demonstrated experience working with Product teams to align operational processes with product roadmaps and improvements.
• Data-Driven Mindset: Proven ability to use data and analytics to inform strategic decisions, track performance, and improve service delivery.
• Leadership Skills: Demonstrated experience in leading and mentoring teams, fostering a high-performance, collaborative culture.
• Cross-Functional Influence: Skilled in building relationships with diverse stakeholders and driving alignment across departments.
• Tools Proficiency: Proficiency with Gainsight, Salesforce (SFDC), and similar tools for tracking, analytics, and customer engagement management.
• Strategic Vision: Able to balance big-picture goals with hands-on execution, emphasizing efficiency, quality, and customer satisfaction.
• Adaptability: Comfortable in a dynamic, high-growth environment, with a proactive approach to managing change and fostering innovation

🎉 What’s in it for you?

Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

• Participation in the Company shares program
• Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
• (No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
• Flexible Benefits via the ThanksBen platform
• Unlimited paid holiday (no, this is not a typo)
• Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)
• Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
• Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
• Regular team events and socials