Commercial Operations Project Manager (Trust Operations Excellence)

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.