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Catawiki is a curated online marketplace for special objects, auctioning over 100,000 unique items weekly across 80+ categories. The company has sold over 25 million objects and operates with a mission to become the world's most popular destination for special objects.
You will join the Trust and Support Operations team as a Project Manager, reporting to the Director of Trust and Support Operations with no direct reports. This role focuses on identifying systemic operational problems, redesigning end-to-end journeys, and building scalable operating capabilities that improve user experience, quality, risk management, efficiency, cost, and commercial performance.
Immediate priorities include strengthening Trust & Safety operating processes by designing and improving the end-to-end lifecycle through which risks are identified, detected, reviewed, investigated, and enforced. You will develop scalable operational processes for new and existing detection capabilities, translate investigator insights and emerging abuse patterns into clear operational and tooling requirements, improve review queues and case prioritization, establish quality controls and performance measures, and identify opportunities to reduce manual review while maintaining accuracy. You will partner with Engineering and Data Science teams to identify automation and decision-support opportunities, work with investigators to test new processes, and collaborate with Legal and Trust & Safety leadership to translate policies into operationally scalable workflows.
Longer-term responsibilities include diagnosing and improving end-to-end marketplace operations by identifying and prioritizing systemic problems using performance data and frontline insights, analyzing user journeys across organizational boundaries, conducting root-cause analysis, designing future-state operating models, simplifying unnecessary handoffs and manual steps, and establishing clear baselines and success measures.
The role is based in the Amsterdam office with a hybrid setup (minimum two days per week in office). You will work across Trust & Safety Operations, Product, Engineering, Data Science, Legal, Customer Service, Shipping, Payments, and other operational functions.
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 through implementation and measurable impact
- Comfortable working with operational data; ability to define meaningful performance measures and interpret trends, patterns, and anomalies
- Ability to translate operational requirements into clear requirements for Product, Engineering, Data Science, and automation teams
- Excellent facilitation and communication skills; ability to align stakeholders with different priorities and establish clear ownership and decision rights
- Structured thinking combined with execution depth and willingness to engage with operational detail
- Proactive, independent, comfortable in fast-paced environments with unclear initial ownership
- Strong written and verbal communication skills in English; proficiency in SQL; experience building with AI tools
Plus (nice-to-have):
- Experience in online marketplace, e-commerce, payments, fraud prevention, or Trust & Safety environments
- Knowledge of investigation, review, enforcement/regulatory operations, risk-based decision frameworks, or quality assurance
- Experience with Lean Six Sigma, service design, BI tools, automation, decision support systems, or other operational-improvement methodologies
