It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:
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 itBuild 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 youExperience
- 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 required; 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.
Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?
That success is powered by our incredible people and supported by the benefits that help them thrive.
🌍 Global benefitsNo matter where you’re based, you’ll enjoy:
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 (yes, really)
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 avaliable)
We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
Because at Mews, growth, balance, and belonging aren't just words, they're how we work.
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.
From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.
Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
To get more of an idea what life at Mews is like, check out our Instagram 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you.
One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you.
🤖 AI and Hiring at MewsAt Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.
