AVIV Group
Real Estate
HeadofCustomerOperations
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“Head of Customer Operations at AVIV Group. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, process optimisation, automation, operating model design, digital tools, AI-driven solutions, outsourced partners, complex operational ecosystems, data, KPIs, performance metrics, stakeholder management, strategic thinking, operational execution, transformation, change, adoption of new ways of working.”
What You'll Achieve.
scalable growth and customer experience; transform our end-to-end customer operating model across the full customer lifecycle; design, optimise and industrialise customer operations with a clear focus on efficiency, customer autonomy and digital-first execution; ensuring a high-quality human service experience where it truly adds value; contribute to Immoweb’s commercial strategy and play a critical role in delivering our overall business strategy; operational excellence in terms of efficiency, quality and scalability; increase customer autonomy while reducing operational load; Drive adoption, usage and take-rate of self-service solutions; optimise outsourced partner performance across quality, SLAs, cost and customer satisfaction; steer performance and continuous improvement; ensure aligned and scalable customer processes; ensuring adoption and team buy-in; translates strategy into hands-on operational execution; support Immoweb’s strategy within a leading digital marketplace
Industry & Context.
Analyse and redesign processes with a process-engineering mindset, identifying friction points, manual steps and scalability risks; Use data and insights to proactively identify trends, bottlenecks and improvement opportunities; Translate insights into concrete process improvements and automation initiatives
What They're Looking For.
Must Have
Significant experience in customer operations, service environments or operational leadership roles, expertise in process optimisation, automation and operating model design, Proven track record in implementing digital tools and AI-driven solutions, Experience managing outsourced partners and complex operational ecosystems, analytical and structured confident working with data, KPIs and performance metrics, Excellent stakeholder management and communication skills across senior leadership levels, Ability to combine strategic thinking with hands-on operational execution, Comfortable leading transformation, change and adoption of new ways of working
What You'll Do.
design and continuously improve all customer-facing operational processes across the full customer lifecycle
Analyse and redesign processes with a process-engineering mindset
identifying friction points
manual steps and scalability risks
Ensure operational excellence in terms of efficiency
quality and scalability
Drive automation and AI adoption across Customer Operations
identifying and implementing high-impact use cases (e. g. triage
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
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)
usage and take-rate of self-service solutions through clear process design
communication and performance tracking
Design and operate a smart triage and routing model balancing automation
external partners and internal teams
Oversee and optimise outsourced partner performance across quality
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
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
Collaborate closely with Sales
Analytics and other stakeholders to ensure aligned and scalable customer processes
Lead change initiatives related to new tools
processes and digital workflows
ensuring adoption and team buy-in
Act as a transformation leader who translates strategy into hands-on operational execution
How You'll Work.
Team & Collaboration
Collaborate closely with Sales, Customer Excellence, Product, Tech, Analytics and other stakeholders to ensure aligned and scalable customer processes
Communication Scope
Excellent stakeholder management and communication skills across senior leadership levels
Full Job Description
Build the platform where Belgium feels at home. For over 30 years, Immoweb has been more than just a platform; we are the digital heartbeat of the Belgian real estate market. From first apartments to forever homes, we bridge the gap between dreams and reality for millions of users every month. Our mission is to make real estate fast, transparent, and stress-free through world-class technology and human-centric support. We are a team of experts dedicated to connecting people with their property goals, ensuring that at Immoweb, your work has an immediate, nationwide impact from day one. 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) * Le
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