Senior Strategy & Operations Manager Job at Mews

Job Description

POSITION OVERVIEW At Mews, Customer Experience & Delivery (CXD) owns the full post-sale customer journey, from onboarding through to adoption, support, and long-term growth. As we scale, the challenge is not just growth, but how we operate. We are evolving from a people-heavy, reactive model into a more structured, scalable, and AI-enabled organisation. That requires stronger operating discipline, clearer prioritisation, and better connection across teams. As Chief of Staff you will act as a strategic partner to the SVP of Customer Experience & Delivery. You will sit at the centre of the organisation, helping shape priorities, connecting work across teams, anticipating issues, and ensuring that the most important initiatives move forward. This role is for someone who enjoys complexity. You are comfortable operating without perfect structure, can move between strategy and execution, and bring clarity to situations that are ambiguous or evolving. You care about how teams operate, not just what they deliver, and you are motivated by building a high-performing organisation that can scale.

Job Responsibility

Partner directly with the SVP of Customer Experience & Delivery on strategic priorities, planning, and decision-making, translating direction into clear actions and outcomes
Drive cross-functional initiatives that span Customer Success, Onboarding, Support, Product, and Commercial teams, ensuring alignment and execution
Anticipate risks, gaps, and misalignment across the organisation, stepping in to resolve issues before they escalate
Bring structure to ambiguous or complex problems, developing clear frameworks, recommendations, and execution plans
Act as connective tissue across teams, ensuring work is coordinated, priorities are clear, and efforts are not duplicated or working at cross purposes
Help design and run the operating rhythm of the organisation, including planning cycles, business reviews, leadership meetings, and offsites
Improve the quality of decision-making by combining data, customer insight, and operational context into clear and actionable views
Track progress against key initiatives and priorities, ensuring accountability and follow-through without introducing unnecessary process
Lead high-priority projects that do not sit neatly within a single team, adapting quickly as business needs evolve
Support leadership communication and alignment, helping ensure clarity across managers and teams during periods of change

Requirements

7+ years of experience in management consulting, strategy, or business operations roles, combined with experience in a high-growth startup or scale-up environment
Strong strategic and structured thinking, with the ability to break down complex problems and identify practical solutions
Proven ability to operate in both structured and unstructured environments, navigating ambiguity and driving clarity
Experience working across multiple functions and influencing senior stakeholders without direct authority
Highly analytical, with the ability to move from data to insight to decision
Comfortable switching between strategic work and hands-on execution, depending on what is needed
Proactive and anticipatory in approach, with a bias toward action and ownership
Strong communication skills, both written and verbal, with the ability to synthesise information clearly
Interest in operations, organisational design, and how to build scalable systems in a growing company
Motivated by building strong teams and culture, with an appreciation for how effective organisations operate day to day

What we offer

Participation in our company share program
Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
Unlimited paid holiday
Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy
Relocation options available after 1 year
Monthly EDGE time - dedicated to Explore, Develop, Grow, and Elevate yourself
Flexible, hybrid working options
One-off home office setup budget to make your workspace your own
Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in available)
Regional healthcare coverage
Team events
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Senior Strategy & Operations Manager

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