Head of Customer Operations

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: to inspire, guide and close every home move in Belgium. We make real estate fast, transparent, and stress-free through world-class technology and human-centric support. We are dedicated to connecting people with their property goals, ensuring that at Immoweb, your work has an immediate, nationwide impact from day one.

Job Description

Your mission:

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

Qualifications

What you bring:

• Significant experience in customer operations, service environments or operational leadership roles

• Strong 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

• Strong analytical and structured mindset; 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

Additional Information

What we offer:

• A professional and inspiring workplace where We Live for the customer.

• A dynamic, open culture driven by ownership and collaboration. We move fast, simplify to scale, and make bold calls backed by data and judgment.

• Opportunities for growth — through personalized coaching, and continuous feedback loops. Because growth isn’t an event, it’s a habit.

• A true work-life balance — with flexible homeworking and working hours, built on mutual trust and accountability. We deliver big, but we also make space to breathe.

• Connection and fun matter too: team buildings, year-end dinners, afterwork drinks, and plenty of other moments, because only the best teams win together.