AVIV Group
Real Estate
HeadofCustomerOperations
“Head of Customer Operations at AVIV Group. Skills: End-to-End Customer Operations Ownership, Automation, AI & Digital Transformation, Customer Autonomy & Self-Service, Outsourcing & Partner Management, Data-Driven Operations & Continuous Improvement, Cross-Functional Collaboration & Change Leadership. Own, design and continuously improve all customer-facing operational processes across the full customer lifecycle. Analyse and redesign processes with a process-engineering mindset, identifying fri”
What You'll Achieve.
scalable growth and customer experience; efficiency, customer autonomy and digital-first execution; high-quality human service experience where it truly adds value; Immoweb’s commercial strategy; overall business strategy; operational excellence in terms of efficiency, quality and scalability; increase customer autonomy while reducing operational load; Oversee and optimise outsourced partner performance across quality, SLAs, cost and customer satisfaction; steer performance and continuous improvement; aligned and scalable customer processes; company’s long-term growth strategy; build scalable customer operations that support Immoweb’s strategy
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
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
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; Work closely with Product and Tech teams to build, improve and roll out self-service functionalities
Communication Scope
Excellent stakeholder management and communication skills across senior leadership levels; clear process design, communication and performance tracking
Process & Methodology
Lead change initiatives related to new tools, processes and digital workflows
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