Commercial Operations Project Manager (Trust Operations Excellence)

At Catawiki , every day brings the extraordinary! Whether it's Daniel Ricciardo's Formula 1 Car , a Woolly Mammoth's Skeleton , Lady Gaga's Jumpsuit or Usain Bolt's running shoe , 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.

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.

• 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.

• 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.

• 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.