Commercial Operations Project Manager (Trust Operations Excellence)

Location: Amsterdam, Netherlands; hybrid setup with a minimum of two days per week in the office

Company

hirify.global is an online marketplace for buying and selling special objects, with more than 100,000 curated items auctioned each week.

What you will do

• Design and improve the end-to-end lifecycle for identifying, reviewing, investigating, escalating, and enforcing Trust & Safety risks.
• Develop scalable operating processes, review queues, prioritisation frameworks, escalation paths, quality controls, and performance measures.
• Translate investigator insights, abuse patterns, policies, and regulatory requirements into operational and tooling requirements.
• Partner with Engineering, Data Science, Product, Legal, Customer Service, and Trust & Safety teams on automation, decision support, and detection workflows.
• Diagnose systemic marketplace problems through performance data, user journeys, root-cause analysis, and failure-demand analysis.
• Design future-state operating models, simplify handoffs and manual work, and define measurable improvement outcomes.

Requirements

• At least five years of relevant experience in operational excellence, business operations, process improvement, marketplace operations, Trust & Safety, risk operations, or customer operations.
• Experience diagnosing complex operational problems and leading improvements from discovery and design through implementation, adoption, and measurable impact.
• Ability to work with operational data, define performance measures, and interpret trends, patterns, and anomalies.
• Ability to translate operational requirements into clear requirements for Product, Engineering, Data Science, and automation teams.
• Strong facilitation, stakeholder alignment, written communication, and verbal communication skills.
• Strong English communication skills, SQL proficiency, and experience building with AI tools.

Nice to have

• Experience in online marketplaces, e-commerce, payments, fraud prevention, or Trust & Safety.
• 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.

Culture & Benefits

• Work in a flat structure with broad scope and visible impact across a global marketplace serving millions of customers.
• Learning and Development initiatives, development plans, and mentorship programmes.
• Inclusive, diverse, and queer-friendly environment with colleagues representing more than 60 nationalities.
• Hybrid working model combining office-based and remote work.
• Catavouchers, an additional annual day off, and additional leave for work anniversaries and important life events.

Hiring process

• Apply with an English CV and cover letter.