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Mews Logo Mews · IT - Administration

Senior Manager, Support Operations

71000.00 - 120000.00 EUR / Year · Job Posted June 16, 2026
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Job Description

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 a high-impact position that sits at the intersection of process design, AI-driven automation and cross-functional delivery. You will drive operational consistency, workflow optimisation and scalable execution across our support organisation. A core focus of the role is making the support function more efficient.

Job Responsibility

  • Business Analysis and Process Optimization: Gather and document business requirements, process flows and functional specifications
  • Own workflow and routing governance
  • Drive process standardisation
  • Conduct gap analysis to identify inefficiencies
  • Develop and present business cases for proposed process changes
  • Work closely with data analysts
  • Use support analytics to assess performance metrics
  • Process Automation and AI Integration: Take direct ownership of automation efforts
  • Use a data-driven approach to identify where automation will have the greatest impact
  • Lead business process reengineering initiatives
  • Implement AI-powered solutions
  • Partner with the GTM team to connect support tooling
  • Project and Stakeholder Management: Collaborate with stakeholders across markets
  • Partner with GTM teams
  • Lead cross-functional teams
  • Communicate project progress to leadership
  • Customer Support Systems and Infrastructure: Partner with product on development and enhancement of customer support tools
  • Use insights from support data to continuously improve operations
  • Work alongside support teams to reduce response times and improve service quality
  • Partner with the Workforce Management analyst to ensure staffing models are grounded in data

Requirements

  • 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

Nice to have

  • 8+ years of experience in process improvement, operations management or 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)

What we offer

  • Participation in company share program
  • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary)
  • Unlimited paid holiday
  • Work from anywhere (Workation policy)
  • Relocation options available after 1 year
  • Monthly 'EDGE' time
  • Flexible, hybrid working options
  • One-off home office setup budget
  • Monthly working-from-home and healthcare allowances
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