Director of Operational Excellence - Customer Care & Content Moderation (m/f/d)

Company Description

You'll be joining one of the world’s largest privately owned real estate tech companies and a subsidiary of Axel Springer. Our mission is to unlock everyone’s perfect place!  You'll work across some of Europe’s best known digital real estate brands including: Meilleurs Agents, Groupe SeLoger, Immoweb, Realo, Immowelt, Neuraum and Yad2.

Job Description

The Director of Operational Excellence - Customer Care & Content Moderation will focus
on establishing and driving excellence across all CuCa operations. This role will lead efforts to define
and implement best-in-class sales processes and tooling, define and optimize performance
measurement, and enable scalable growth and deliver exceptional customer experience through all
our customer operations.

Your Mission

Define the future and drive innovation

• Define the strategy, vision and policy for CuCa tooling and processes at the Aviv Group –
  this will be a co-creation process with your key operational leaders.
• Own the tooling and processes. Work with our internal team and our external tooling partners
  to support our growing needs. Explore potential tools and services that may bring further efficiency and improvement to our operations.
• Leverage the latest technologies and AI developments to drive innovation and business
  results.
• Continuously look for ways to enhance customer operations.

Drive Operational Delivery and Excellence

• Engage with internal teams to bring strategy to life via roadmaps, project plans, and stakeholder management.
• Ensure local teams’ needs, challenges, and opportunities are addressed with our tools, platforms and processes.
• Monitor progress and adapt as necessary. Ensure key success measures are in place and impact and ROI are captured.
• Ensure knowledge sharing on best practices across countries and segments.
• Build and provide insights to our CuCa teams, enabling data-driven decision making.
• Own and track key metrics per country and work with teams to optimize performance.
• Drive consistency and standardization of tools, processes, and ways to measure success, aiming for best-in-class.
• Manage 3rd party vendor budget and vendor relationships.

Vendor & Partner Management

• Oversee relationships with vendors supporting sales operations.
• Conduct RFPs, PoCs, and vendor reviews to ensure maximum ROI.
• Align vendors with evolving team needs and capabilities.

Be the voice of the customer

• Represent the voice of our customers when it comes to prioritizing and building products.
• Build strong and smart feedback loops between our customers and our product teams.
• Measure the impact of our products through customer feedback channels.

Stakeholders and team management

• A critical part of the role will be to manage our internal stakeholders and align on the strategy, priorities and roadmap with the Operational leaders
• Manage, grow, and develop a team
• Foster a customer-centric culture focused on speed, agility, productivity, and innovation.

Strategic & Operational Skills:

• Strategic Planning & Vision: Ability to define and implement a strategy and vision for tools and processes across multiple operational areas.
• Operational Excellence: Expertise in creating and driving scalable, efficient, and high-performing operations.
• Project & Program Management: Roadmapping, project planning, stakeholder coordination, and delivery execution.
• Process Optimization: Identifying inefficiencies, standardizing processes, and implementing best practices across regions.
• Change Management: Leading teams through transformation initiatives and driving adoption of new processes or tools.

Qualifications

Who we're looking for
We’re looking for a strategic, customer-obsessed leader with a strong operational mindset and a passion for driving impact. You bring:

• A strong track record in customer-centric operations, including leading complex initiatives, improving processes, and driving measurable impact at scale

• A deep understanding of operational processes and hands-on experience optimizing them through tooling, innovation, and data-driven decisions

• Proven experience in leading and developing teams, including direct responsibility for performance management and team growth

• Demonstrated leadership in cross-functional environments, working col