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 &