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 C ustomer E xperience and D elivery (CXD) group . CXD and comprise d 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 itBuild and Own the QA FunctionDesign 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 & OversightAct 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 & InsightDefine 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 to drive corrective and preventive actions.Partner with Finance and Operations to balance quality cost and speed.Continuous ImprovementEmbed 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 EnablementWork 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 IndicatorsCSAT - Customer Satisfaction scores for DeploymentsTTO Time to OnboardTTD Time to DeployTTA Time to ActivateTTR Time to RevenueDER Delivery Escalation RateGo‑Live Compliance RatesQA Pass RateSupport Case VolumeHold Rate(KPIs will evolve as the QA function matures.)You’ll be a great fit if you bring a few of the below with youExperience5‑8 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 certificationLean Six Sigma (Green Belt or above preferred)ITIL / Service Management frameworksRoot Cause Analysis methodologiesISO 9001 or Quality Management Systems experienceSkills & AttributesStrategic 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.OtherFluent English; additional languages a plus (French, German, Dutch, Spanish).Willingness to travel occasionally and work across time zones as needed.Role CompetenciesQuality 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.Required Experience :ManagerKey SkillsContinuous Integration, Quality Assurance, FDA Regulations, Root cause Analysis, TFS, Food Processing, ICH Q10, Jira, Software Testing, Quality Management, Selenium, GithubEmployment Type: Full TimeExperience: yearsVacancy: 1#J-18808-Ljbffr