Senior QA Manager

Mews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent scalable and high-quality deliverywithin theCustomerExperience andDelivery(CXD)group.CXDandcomprisedof onboarding customer success and supportis the single organizationat Mewsthat designs delivers and scales the entire customer experience and delivery engine to grow revenue reduce friction andcreateone seamless journey for customers.

This roleis responsible fordesigningestablishing 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 whileoperatingeffectively 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 oroptimizeQA 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.

• Identifytrends root causes and recurring failure modes drivecorrectiveand preventive actions.

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

Continuous Improvement

• Embed Root Cause Analysis (RCA) methodologies and structured problem-solving approaches.

• Drive improvements using Lean / Six Sigma principles whereappropriate.

• Partner with Product Enablement and Operations to ensure learnings feed back into training documentation and process design.

• Support readiness for scale new regions and evolving delivery models.

Stakeholder & Partner Enablement

• Work closely with Deployment Partners Regional Onboarding teams and Support leaders to raise quality maturity.

• Influence without direct authority; build trust and alignment across teams.

• Support decision-making on partnerassignment onboarding models and service trade-offs where quality and cost intersect.

Key Performance Indicators

• CSAT - Customer Satisfaction scores for Deployments

• TTO Time to Onboard

• TTD Time to Deploy

• TTATime to Activate

• TTR Time to Revenue

• DER Delivery Escalation Rate

• Go-Live Compliance Rates

• QA Pass Rate

• Support CaseVolume

• Hold Rate

(KPIs will evolve as the QA functionmatures.)

Youll be a great fit if you bring a few of the below with you

Experience

• 5-8 years experience in Quality Assurance Service Excellence Operations or Delivery within SaaS hospitality tech or complex services environments.

• Proven experience building or formalizing a QA or quality management function not justoperatingwithin one.

• Experience working with outsourced partners and internal delivery teams.

• Strong understanding of end-to-end service delivery and customer lifecycle management.

Methodologies & Frameworks (one or more strongly preferred)

• ISTQB or equivalent QA certification

• Lean Six Sigma (Green Belt or above preferred)

• ITIL / Service Management frameworks

• Root Cause Analysis methodologies

• ISO 9001 or Quality Management Systems experience

Skills & Attributes

• Strategic thinker with strong execution capability.

• Comfortable operating in ambiguity and building structure where none exists.

• Data-driven and analytically strong; able to tell the story Behind the numbers.

• Confidentcommunicatorable to influence senior stakeholders and partners.

• Pragmatic mindset: balances quality ideals with commercial and operational realities.

• Customer-centric witha strong senseof accountability for outcomes.

Other

• Fluent English;additionallanguages a plus (French German Dutch Spanish).

• Willingness to travel occasionally and work across time zones as needed.

Role Competencies

• Quality Leadership:Establishesand upholds clear quality standards; drives accountability cross-functionally.

• Systems Thinking: Understands how people process tooling and incentives interact across the delivery ecosystem.

• Analytical Fluency: Interprets dataidentifiespatterns and converts insights into action.

• Influence & Collaboration: Builds alignment across teams regions and partners without direct authority.

• Operational Excellence: Applies structured methodologies to improve outcomes while enabling scale.

Required Experience:

Manager