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'.