Trust Operations Manager

About the role

Catawiki is seeking an experienced and motivated individual to lead our Trust Operations division within the Commercial department. The division comprises two teams focused on driving trust and revenue growth for Catawiki's users:

• Trust & Safety Operations - whose mission is to minimise revenue loss due to bad actors; and accelerate revenue growth by making Catawiki the trusted platform of choice for passionate sellers, authentic objects & serious buyers
• Localisation Operations - whose mission is to help drive Catawiki’s international expansion through a localised experience; and accelerate revenue growth by ensuring we provide a trusted, personalised experience to our users across the world

As the Trust Operations Manager, you will play a foundational role in providing world-class customer support and ensuring a safe and trusted marketplace for millions of buyers and sellers in the Catawiki community. You will lead, empower, and develop your teams, setting them up for success. Your responsibilities will span strategic thinking, senior stakeholder management, operational excellence, automation and scalability, analytics, and team management. You will have a direct impact on shaping the future of Trust & Safety and Localisation topics at Catawiki, guiding the organization through rapid growth, and collaborating with stakeholders across the organization.

The ideal candidate brings a strong commercial mindset where revenue growth is top of mind; core experience in running trust-oriented, highly strategic operations such as Trust & Safety programs; a natural ability to connect, influence and partner across the organisation to join forces to scale and make impact; key experience in managing operations and programs as well as leading teams. 

As the Trust Operations Manager at Catawiki, you will:

• Strategy & Planning: Shape the strategy around both Trust & Safety and Localisation topics on behalf of the Commercial department. You will set the vision for the teams, define roadmaps and deliver on transformational projects for the business. You will define strategies that balance short & long-term goals as the risks & issues facing our marketplace evolve, and we continue to grow at a rapid pace. For Trust & Safety, this might involve working with Security and Compliance to define our risk management framework across the company while maintaining core focus on revenue growth. For Localisation, this might involve further refining how our translators can embed Catawiki’s tone of voice across our core languages
• Stakeholder management: Work closely with stakeholders across Commercial teams, Product, Security, and Compliance to minimise revenue loss and accelerate growth. Co-own Trust & Safety strategy with Security and Compliance; own Localisation strategy through collaboration with Marketing and UX.
• Experience and affinity with Trust operations areas: Possess relevant knowledge and skills applicable to Trust Operations at Catawiki, with a deep understanding of the challenges, trends, and nuances in this area.
• Analytics: Utilise data for issue identification, root cause analysis, and prioritisation. Use data to recommend and drive safety controls or improve localisations.
• Operational excellence: Break down big-picture ideas into actionable steps with efficient timelines. Define tools and processes for driving partnership KPIs.
• Automation & scalability: Design and define scalable and automated processes to support Catawiki's growth and mitigate threats.
• Team management: Lead and develop an existing team of program managers & specialists, ensuring organisational effectiveness and driving operational excellence. Build an inclusive work culture and ensure a high level of engagement within your teams.

Requirements: 

• 8+ years of experience in trust-oriented, highly strategic operations, preferably within an online marketplace or similar industry.
• Strong commercial mindset with a focus on revenue growth.
• Proven experience in stakeholder management and collaborating across departments.
• Deep understanding of Trust Operations areas and a genuine passion for ensuring a safe and trusted environment for our users.
• Previous experience leading and developing teams.
• Proficiency in analytics and data-driven decision-making.
• Strong operational and project management skills.
• Experience with process automation and scalability.
• Experience with working in a rapidly growing environment and able to set the right priorities in line with the company objectives.

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.