Senior QA Manager

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.  Continuous Improvement  Embed Root Cause Analysis (RCA) methodologies and structured problem-solving approaches.  Drive improvements using Lean / Six Sigma principles, where appropriate.  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 partner assignment, 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  TTA – Time to Activate  TTR – Time to Revenue  DER – Delivery Escalation Rate  Go-Live Compliance Rates  QA Pass Rate  Support Case Volume  Hold Rate  (KPIs will evolve as the QA function matures.)  You'll 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 just operating within 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.  Confident communicator able to influence senior stakeholders and partners.  Pragmatic mindset: balances quality ideals with commercial and operational realities.  Customer-centric with a strong sense of accountability for outcomes.  Other  Fluent English ; additional languages a plus (French, German, Dutch, Spanish).  Willingness to travel occasionally and work across time zones as needed.  Role Competencies  Quality Leadership: Establishes and 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 data, identifies patterns, 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.