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.

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.