Technical Product Manager, CX Tooling

About the Role

The CX team at Polymarket is small, fast, and responsible for the experience of a global user base that trades on real-world events around the clock. Right now, the team runs on a mix of tooling that works, but not as well as it needs to. That changes with this hire.

You will own the CX tech stack end to end: the ticketing platform, CRM, AI automation including Decagon, and the integrations that tie them to Polymarket's product. This is not a coordination role. You will set the roadmap, write the specs, run the rollouts, and hold the vendor relationships. When Operations has a problem, you turn it into something Engineering can build. When a tool goes live, you own whether it lands.

This role matters because every agent on the CX team, human or AI, is only as effective as the systems underneath them. The person who takes this role will have real influence over how Polymarket scales support as the platform grows. That means making hard prioritization calls, shipping things that work now while building toward what works long-term, and staying close enough to the product to anticipate what CX will need before it becomes urgent.

What You'll Do

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations, making the call on what gets built and when.
• Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution rates and reduce manual handling.
• Translate operational pain points from CX teams into clear, buildable requirements for Engineering, and follow those specs through to delivery.
• Lead tooling rollouts from kickoff through launch, coordinating across Engineering, Operations, and vendors to keep projects on track.
• Partner with product Engineering on the integrations CX depends on, including API connections, webhooks, and data flows between systems.
• Administer CX platforms day to day, owning access controls, configuration changes, and change management across the stack.
• Manage vendor relationships and contracts for CX software, including renewals, escalations, and evaluations of new tools.

What We're Looking for

• 4 or more years in CX systems, technical program management, or a directly comparable role.
• Hands-on admin experience with at least one major support platform such as Zendesk, Salesforce Service Cloud, or Intercom, including configuration, not just usage.
• Proven experience deploying AI agents or automation in a support context, including owning the evaluation of whether they are actually working.
• Comfortable working with APIs, webhooks, and integrations at a level where you can design a solution and review an implementation.
• Strong program management skills across multiple concurrent projects, with a track record of shipping on time without losing stakeholders along the way.
• Clear written and verbal communication with both technical and non-technical audiences.
• (Plus) Experience building LLM evaluation frameworks or QA workflows for AI-generated responses.
• (Plus) Background working in fintech, crypto, or trading platforms where compliance, speed, and user trust are all in play.

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories

Base salary range

$200,000 to $250,000, plus equity and benefits.

This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.