Senior QA Manager

🌍 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 distill it down to a job description (which we do because this is a job description), it would be this:

Mews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent, scalable, and high-quality delivery within the Customer Experience and Delivery (CXD) group. CXD and comprised of onboarding, customer success and support is the single organization at Mews that designs, delivers, and scales the entire customer experience and delivery engine to grow revenue, reduce friction, and create one seamless journey for customers. 

This role is responsible for designing, establishing, and embedding the QA function from the ground up. You will define what “good” looks like, implement the frameworks, tooling, and governance to measure it, and create feedback loops that drive continuous improvement across the customer lifecycle. This is both a strategic and hands-on role, requiring the ability to build structure while operating effectively in a scaling, fast-moving environment. 

The role reports to the Head of Outsourced Professional Services, with strong cross-functional collaboration across Onboarding, Customer Success, Support, Product, and Partnerships. 

✅ Your mission, should you choose to accept it

Build and Own the QA Function 

• Design and implement a company-wide QA framework covering onboarding, deployment, and support services (internal and external). 

• Define quality standards, acceptance criteria, audit methodologies, and governance models. 

• Establish scalable QA processes, playbooks, and operating rhythms appropriate for a global organization. 

• Select, implement, or optimize QA tooling (e.g. audits, scorecards, case reviews, RCA tracking). 

 

Quality Governance & Oversight 

• Act as the central quality authority across delivery channels, ensuring consistency while respecting regional and partner-specific realities. 

• Own the audit and review process for deployments and onboarding engagements. 

• Ensure partners and internal teams understand expectations and are enabled to meet quality standards. 

• Serve as a senior escalation point for systemic quality issues (not day-to-day case handling). 

 

Measurement, Reporting & Insight 

• Define, track, and continuously evolve quality KPIs across onboarding, deployment, and support. 

• Translate QA findings into clear insights and recommendations for leadership. 

• Identify trends, root causes, and recurring failure modes, drive corrective and preventive actions. 

• Partner with Finance and Operations to balance quality, cost, and speed.