Senior Manager, Support Operations

Mews; Málaga; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Mews is seeking a Senior Manager of Support Operations to own the systems and processes that run our global support function. This is a high-impact role at the intersection of process design, AI-driven automation, and cross-functional delivery.

You will drive operational consistency, build automations, redesign processes, and partner with product, engineering and data teams. This hands-on role reports to the Director of Support within the Customer Experience and Delivery organization.

Formación

• 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.

Responsabilidades

• Own workflow governance, ensuring tickets reach the right teams through well-designed processes.
• Drive standardisation across the support organisation to enable scaling.
• Develop business cases for process changes and automation initiatives.
• Partner with data analysts to define requirements and build dashboards.
• Lead cross-functional teams from inception to delivery, managing scope and timeline.

Conocimientos

Process optimization

Analytics

Lean Six Sigma

Agile methodologies

AI-driven automation

API integrations

Workflow automation tooling

Herramientas

SQL

Python

Tableau

Looker

GCP

API integrations

Automation tooling

Descripción del empleo

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-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)