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鈥檚 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