Head of Customer Operations

At Immoweb, Customer Operations is a key lever for scalable growth and customer experience. As Head of Customer Operations, you own and transform our end-to-end customer operating model across the full customer lifecycle.

This role is designed for a senior, process-driven leader with a strong passion for automation, AI-enabled workflows and scalable operating models. Your mission is to design, optimise and industrialise customer operations with a clear focus on efficiency, customer autonomy and digital-first execution, while ensuring a high-quality human service experience where it truly adds value.

As a member of the Sales Management Team, you contribute to Immoweb’s commercial strategy and play a critical role in delivering our overall business strategy.

Key responsibilities

End-to-End Customer Operations Ownership

• Own, design and continuously improve all customer-facing operational processes across the full customer lifecycle

• Analyse and redesign processes with a strong process-engineering mindset, identifying friction points, manual steps and scalability risks

• Ensure operational excellence in terms of efficiency, quality and scalability
   

Automation, AI & Digital Transformation

• Drive automation and AI adoption across Customer Operations, identifying and implementing high-impact use cases (e.g. triage, routing, quality control, insights, agent enablement, self-service)

• Lead the introduction of AI-enabled workflows within Customer Operations and the Qualified Seller Appointment (QSA) team

• Challenge existing processes and replace manual work with scalable, digital and future-proof solutions
   

Customer Autonomy & Self-Service

• Design and scale self-service customer journeys that increase customer autonomy while reducing operational load

• Work closely with Product and Tech teams to build, improve and roll out self-service functionalities for our core customer segments (mainly mid-size real estate agents)

• Drive adoption, usage and take-rate of self-service solutions through clear process design, communication and performance tracking
   

Outsourcing & Partner Management

• Design and operate a smart triage and routing model balancing automation, external partners and internal teams

• Oversee and optimise outsourced partner performance across quality, SLAs, cost and customer satisfaction

• Define and manage robust SLAs, escalation paths and accountability frameworks

• Use data and insights to proactively identify trends, bottlenecks and improvement opportunities
   

Data-Driven Operations & Continuous Improvement

• Define, monitor and analyse operational KPIs to steer performance and continuous improvement

• Translate insights into concrete process improvements and automation initiatives

• Foster a culture of continuous improvement, experimentation and learning within Customer Operations
   

Cross-Functional Collaboration & Change Leadership

• Collaborate closely with Sales, Customer Excellence, Product, Tech, Analytics and other stakeholders to ensure aligned and scalable customer processes

• Lead change initiatives related to new tools, processes and digital workflows, ensuring strong adoption and team buy-in

• Act as a transformation leader who translates strategy into hands-on operational execution