Commercial Operations Project Manager (Trust Operations Excellence)

Job description

At Catawiki, every day brings the extraordinary! Whether it’s [Daniel Ricciardo’s Formula 1 Car](https://www.catawiki.com/en/c/583-sports-memorabilia), a [Woolly Mammoth’s Skeleton](https://www.catawiki.com/en/c/579-fossils), [Lady Gaga's Jumpsuit](https://www.catawiki.com/en/l/10035805) or [Usain Bolt’s running shoe](https://www.catawiki.com/en/c/583-sports-memorabilia), we encounter exceptional objects every day. We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. - Taking ownership and driving impact - Being open to change and feedback - Being passionate about our mission and our customers. ### **About the role** We are looking for a Project Manager to join our Trust and Support Operations team. Trust and Support Operations brings together the operational capabilities that help Catawiki deliver safe, reliable and high-quality marketplace experiences. The team works across Trust & Safety, Customer Service, Shipping, Product, Technology, Payments and other operational functions to solve complex problems that cannot be addressed effectively by one team alone. In this role, you will identify systemic operational problems, redesign end-to-end journeys and build scalable operating capabilities that improve user experience, quality, risk management, efficiency, cost and commercial performance. Your initial portfolio will include strengthening Trust & Safety operating processes following the evolution of our detection and investigation capabilities. You will work closely with Trust & Safety Operations, Product, Engineering, Data Science, Legal and Customer Service to improve how risks are detected, reviewed, escalated and resolved. In the longer term, you will also support operations excellence initiatives across other departments within Trust and Support Operations. This role reports to the Director Trust and Support Operations and has no direct reports. ### **What you’ll do** ### **[Immediate] Strengthen Trust & Safety operating processes** As an initial priority, you will support the continued development of Catawiki’s Trust & Safety operating capabilities. This will include: - Design and improve the end-to-end lifecycle through which Trust & Safety risks are identified, detected, reviewed, investigated and enforced. - Develop scalable operational processes for new and existing Trust & Safety detection capabilities. - Translate investigator insights, emerging abuse patterns and policy requirements into clear operational and tooling requirements. - Improve the design of review queues, case prioritisation, escalation processes, decision frameworks and feedback loops. - Establish quality controls and performance measures for Trust & Safety reviews and investigations. - Identify opportunities to reduce unnecessary manual review while protecting the accuracy and quality of enforcement decisions. - Partner Engineering and DS to identify opportunities for automation, decision support and improved detection workflows. - Work with Trust & Safety investigators to test new processes, gather feedback and ensure changes are usable in day-to-day operations. - Partner with Legal and Trust & Safety leadership to translate policies and regulatory requirements into consistent, operationally scalable workflows. - Ensure that detection and investigation processes continuously improve based on false positives, missed cases, emerging patterns and operational outcomes. ### **[Long-term] Diagnose and improve end-to-end marketplace operations** - Identify and prioritise systemic operational problems using performance data, user friction, frontline insight, control failures and business impact. - Analyse end-to-end user journeys across organisational boundaries rather than optimising one team’s part of the process in isolation. - Conduct root-cause and failure-demand analysis to understand the drivers of delays, repeat work, escalations, inconsistent decisions, user contacts and operational losses. - Design future-state operating models that clarify workflows, ownership, decision rights, controls, service levels and escalation paths. - Simplify unnecessary handoffs, manual steps, exceptions and operational complexity. - Establish clear baselines, target outcomes and measures of success for each improvement initiative. ### **What you’ll bring** - You have at least five years of relevant experience in operational excellence, business operations, process improvement, marketplace operations, Trust & Safety, risk operations, customer operations or a related field. - You have experience diagnosing complex operational problems, turning findings into implementable solutions, and leading operational improvements from discovery and design through implementation, adoption and measurable impact. - You are comfortable working with operational data and can define meaningful performance measures and interpret trends, patterns and anomalies. - You can translate operational requirements into clear requirements for Product, Engineering, Data Science and automation teams. - You are an excellent facilitator and communicator who can align stakeholders with different priorities and establish clear ownership and decision rights. - You combine structured thinking with execution depth and are willing to engage with the operational detail required to solve a problem properly. - You are proactive, independent and comfortable working in a fast-paced environment where ownership may initially be unclear. - You have strong written and verbal communication skills in English, are proficient in SQL and have experience building with AI tools. ## **It would be a plus if you have** - Experience in an online marketplace, e-commerce, payments, fraud prevention or Trust & Safety environment. - Knowledge of investigation, review, enforcement/regulatory operations, risk-based decision frameworks or quality assurance. - Experience with Lean Six Sigma, service design, BI tools, automation or decision support systems or other operational-improvement methodologies. ## **Where you’ll be** This role is based in our Amsterdam office in the Netherlands and will work across Trust and Support Operations and its key partner teams. ### **Why You'll Love Working with Us** - **Create a visible impact** by working at scale in a global organisation serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business. - **Learn and grow** through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression. - **A culture of connection defines us**. We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work. - **Celebrate life’s moments with us.** You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion**”**. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location. ### **Our Offices and Way of Working** Our vibrant offices in Amsterdam and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based. ### **Interested?** Apply with an English CV and Cover Letter. By applying, you agree to [Catawiki’s Applicant Privacy Policy.](https://www.catawiki.com/conditions/applicant-privacy-policy.pdf) If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles. We may use artificial intelligence (AI) tools to support the review of your application. AI may help us assess how your experience matches the requirements of the role, but hiring decisions are always made by our recruitment team