Head of Customer Operations

About the role

Immoweb is looking for a senior leader to own and transform its end‑to‑end customer operating model. As Head of Customer Operations you will drive efficiency, automation and digital‑first execution across the full customer lifecycle while preserving a high‑quality human service where it adds value.

Key responsibilities

• Own, design and continuously improve all customer‑facing operational processes across the full lifecycle.
• Analyse and redesign processes with a strong process‑engineering mindset, identifying friction points, manual steps and scalability risks.
• Drive automation and AI adoption, implementing high‑impact use cases such as triage, routing, quality control, insights and agent enablement.
• Lead the introduction of AI‑enabled workflows within Customer Operations and the Qualified Seller Appointment team.
• Design and scale self‑service customer journeys, collaborating with Product and Tech to roll out functionalities for mid‑size real‑estate agents.
• Manage outsourcing and partner performance, defining SLAs, escalation paths and accountability frameworks.

Required profile

• Senior, process‑driven leader with a strong passion for automation and AI‑enabled workflows.
• Proven experience designing, optimising and industrialising customer operations at scale.
• Ability to balance digital transformation with high‑quality human service.
• Strategic thinker who can contribute to commercial strategy as part of the Sales Management Team.

Required skills

What we offer

• Opportunity to shape the customer experience of Belgium’s leading real‑estate platform.
• Impactful work with nationwide reach from day one.