Director of CX Operations

ABOUT POLYMARKET Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future. We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire. ABOUT THE ROLE This role owns the operational engine of CX — the floor, the vendors, the schedule, and the systems that keep support running 24/7 without falling over. You'll take our small in-house "Agents Plus" team and build the operating model that lets it scale alongside our external BPO partners, then run both like one operation. Volume in this business spikes hard around elections, major sports moments, and breaking news — your job is to make sure the org bends without breaking when it does. You're part operator, part vendor manager, part workforce planner: someone comfortable owning a P&L line with a BPO, reading a demand forecast and translating it into shifts and staffing, and treating coverage as a design problem, not a scheduling headache. WHAT YOU'LL DO - Hire, manage, and develop our in-house Agents Plus team — the core crew that handles our highest-stakes and most sensitive interactions directly - Own the relationship with our outsourced support partner(s) end to end — sourcing, contracting, performance management, and the escalation path when a vendor underperforms - Forecast volume, build shift and coverage models across time zones, staff to demand, and manage schedule adherence and shrinkage so coverage holds at 3am on a Tuesday and during a live election night alike - Decide when to flex vendor headcount vs. in-house capacity, build surge playbooks for high-profile events, and make the build-vs-buy calls that keep the model efficient as volume grows - Own the operational metrics — SLAs, occupancy, shrinkage, cost-per-contact, response and resolution time — and keep the org honest to them - Spot operational friction — bad handoffs, coverage gaps, tooling that slows agents down — and fix it before it becomes a pattern - Partner tightly with the strategy side of CX; quality standards and process design only work if they hold up on the floor — you're the reality check and execution partner - Represent capacity, cost, and coverage trade-offs in planning conversations, and push back with data when a plan doesn't hold up operationally WHAT WE'RE LOOKING FOR - 7+ years in support operations, workforce management, or BPO/vendor management, including direct experience managing an outsourced or blended (in-house + vendor) support model - Hands-on experience running workforce management — forecasting, scheduling, real-time management, shrinkage and adherence — for a 24/7 or near-24/7 operation - A track record of directly owning a BPO relationship: contracting, SLAs, performance management, and escalation - Comfortable owning a budget or cost model for support operations and making build-vs-buy or vendor-vs-in-house calls - Tool-native and data-comfortable: dashboards, WFM software, ticketing and QA platforms — you don't need to write code, but you're fluent enough to make evidence-based staffing calls - Experience operating in a variable, spiky-volume environment — fintech, trading, gaming, marketplaces, or another event-driven consumer platform - Strong process discipline — you build the playbook once, then keep it current as volume and headcount change - Comfortable operating at the leadership level, communicating capacity, cost, and trade-offs clearly to non-operations stakeholders - (Plus) Experience scaling a small in-house team alongside an external BPO simultaneously - (Plus) Domain context in prediction markets, sportsbooks, trading, or another market where volume is event-driven and time-sensitive BENEFITS - Competitive salary & equity - Unlimited PTO - Full Health, Vision, & Dental coverage - 401k match - Equinox membership - Hardware setup: new MacBook Pro, big display, & accessories PAY TRANSPARENCY Base salary range: $300,000 to $400,000 annually, plus equity and benefits. This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.