Apply | Mews en EN Search Contact us Log in Platform Solutions Customers Resources Pricing Book a demo Platform Overview Explore the operating system for hotels. Mews Marketplace Explore 1000+ hospitality integrations. Products Property Management (PMS) Connect your guest experience. For staff Reservation Management Upsells Housekeeping Guest Intelligence Business Intelligence Accounting & Billing For guests Booking Engine Guest Check-In Point-of-Sale (POS) Simplify F&B operations. ePOS Embedded Payments Revenue Management (RMS) Grow property revenue with AI. Dynamic Pricing Demand Forecasting & Controls Payments Embedded with PMS & POS. Tokenization Automated Reconciliation Multicurrency Terminals Flexible Financing with Accounts Receivable Other Open API Security & Compliance Data & Reporting Developer Docs By property type Hotels Groups & Chains Small Hotels Independent Hotels Extended Stays Hostels Motels By role General Managers Revenue Managers Finance Teams IT Managers F&B Managers Sales & MICE Managers Article 10x Reduced onboarding time Resource Center A library of hospitality insights. LEARN Blog Research Webinars Events Matt Talks Future is Human Unfold Compare Mews Mews University Developer Docs CONNECT About Mews Press Partners Reviews & Awards Referrals Contact Article Introducing Mews OS, hospitality’s first unified operating system Back to all roles Director of Product and Engineering, Support Technical Help make the world more hospitable The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences. You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building. If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.
About
the role Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this: You'll own how Mews decides whether to extend, migrate, or build its AI-powered self-service platform, and everything that makes that decision correct: the knowledge layer underneath it, the tooling agents rely on, and the feedback loop that turns customer contact into product change. Right now, contact volume is a signal Mews isn't fully using: every ticket implies something about product quality, and closing that loop is what this role exists to do. You'll lead a tribe of 6–10 Product Builders, own the tradeoffs on tooling like Ada, Salesforce, and Aircall, and report to the Senior Director of Growth. This isn't a support-operations role, it's a build role with commercial teeth, in a company that ships fast enough that the loop between engineering decisions and customer contact is short and visible. What you would do Own the AI-powered self-service platform, including the evaluation of whether Mews extends, migrates, or builds, and co-own operational standards (escalation protocols, severity definitions, SLA targets) with Support Own product knowledge infrastructure: help content, release notes, agent-facing knowledge, and keep it accurate against a fast release cadence Run build-vs-buy evaluations across the wider tooling landscape (Ada, Salesforce, Aircall, and others), with real commercial rigour, and execute when the call is to build Own the product feedback loop: cluster tickets by root cause, weight by ARR exposure, and deliver findings to R&D in a format built to drive prioritisation Track the impact of every product launch on contact volume, feeding that signal back before the next release cycle What you would bring Substantial product and/or engineering experience, including recent years at senior/Director level overseeing cross-functional tribes in B2B SaaS at meaningful scale Hands-on familiarity with LLM and RAG integration patterns and conversational AI evaluation, not just conceptual awareness A track record owning self-service, AI-assisted resolution, or agent tooling, with a clear view of what good looks like for deflection, contact rate, and agent productivity Build-vs-buy decisions made and lived with, backed by real commercial and product rigour You've gone beyond personal productivity with AI: you've redesigned how a team works using it, built approaches others can follow, and you actively question and verify what it gives you
Nice to have Experience with Ada, Intercom, Zendesk, or similar platforms CI/CD, automated testing, and monitoring as part of delivery culture rather than bolted on Background in hospitality or another operationally intensive SaaS vertical Spain €109.500 — €138.400 EUR Czechia 1 901 500 Kč — 3 170 000 Kč CZK UK £103,000 — £150,000 GBP Ireland €116.500 — €128.000 EUR Pay Transparency at Mews Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final
compensation may be adjusted based on funding, budget constraints, or exceptional candidate
qualifications, but will remain within reasonable proximity to the stated range. This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process. If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/interview process - your recruiter will be able to help. What’s in it for you? Our success is powered by our incredible people, supported by
benefits that help them thrive. Global
benefits No matter where you’re based, you’ll enjoy: Unlimited paid holiday (yes, really) Participation in our company share program Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available after one year of service) An annual Learning budget of €300 (and more for high performers) to support your development Monthly "EDGE" time to Explore, Develop, Grow, and Elevate yourself A work from anywhere policy with flexibility to work abroad for a few weeks each year Relocation options, available after one year Flexible, hybrid working options A home office setup budget to make your workspace your own and a monthly work-from-home allowance Claude tokens, so you can automate workflows and build smarter, more efficient ways of working Local
benefits You'll receive additional
benefits that vary by location, from healthcare and retirement plans to team events, socials and other
perks. Ask us about it during your interview process. Life at Mews We’re an equal opportunities employer. We value teams that reflect the diversity of the customers and communities we serve. Different perspectives make better ideas, stronger products and a more welcoming company. We also believe transparency is important when deciding if you're the right fit. Mews is an ambitious, high-pressure environment of continuous learning and high standards. Success here requires resilience, adaptability and a willingness to solve difficult problems. A few things that define
how we work: High autonomy means high responsibility. People are expected to take ownership and drive outcomes. There isn’t a detailed playbook for everything, and that’s part of what makes the work challenging – and rewarding. Change is constant. We’re growing quickly and adapting as we scale. Teams, processes and priorities continue to evolve, and only people who stay curious and agile will thrive. We’re remote-first, not relationship-free. Flexibility is core to
