# Commercial Operations Project Manager (Trust Operations Excellence) **Company**: Catawiki **Location**: Amsterdam **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/catawiki/jobs/8300469?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_c725f800-3c4 ## Description At Catawiki, every day brings the extraordinary! 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 in-house experts. We're looking for a Project Manager to join our Trust and Support Operations team. 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. **Responsibilities** ### Immediate: Strengthen Trust & Safety operating processes - 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. **Requirements** - 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. - Experience diagnosing complex operational problems, turning findings into implementable solutions, and leading operational improvements from discovery and design through implementation, adoption and measurable impact. - Comfortable working with operational data and defining meaningful performance measures and interpreting trends, patterns and anomalies. - Ability to translate operational requirements into clear requirements for Product, Engineering, Data Science and automation teams. - Excellent facilitator and communicator who can align stakeholders with different priorities and establish clear ownership and decision rights. - Structured thinking with execution depth and willingness to engage with the operational detail required to solve a problem properly. - Proactive, independent and comfortable working in a fast-paced environment where ownership may initially be unclear. - Strong written and verbal communication skills in English, proficiency in SQL and experience building with AI tools. **Nice to 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. **Benefits** - Create a visible impact by working at scale in a global organisation serving millions of customers across 80+ categories. - Learn and grow through Learning & Development initiatives, including clear development plans and mentorship programmes to support career progression. - A culture of connection defines us, with a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. - Celebrate life's moments with us, including €100 Catavoucher when you join, €50 Catavoucher on your birthday, and an extra day off each year to 'Pursue Your Passion'. ## Skills ### Required - operational excellence - business operations - process improvement - marketplace operations - Trust & Safety - risk operations - customer operations - SQL - AI tools - English ### Nice to have - online marketplace - e-commerce - payments - fraud prevention - Lean Six Sigma - service design - BI tools - automation - decision support systems --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/catawiki/jobs/8300469?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)