technical program manager for CX tooling

Polymarket is a peer-to-peer prediction market platform where users trade on real-world events. It aggregates diverse opinions into transparent, market-based probabilities reflecting collective expectations about the future.

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

• 4 Or more years in CX systems, technical program management, or a directly comparable role
• Hands-on administration and configuration experience with at least one major support platform, such as Zendesk, Salesforce Service Cloud, or Intercom
• Experience deploying AI agents or automation in a support context and evaluating their effectiveness
• Comfortable designing solutions and reviewing implementations involving APIs, webhooks, and integrations
• Strong program management skills across multiple concurrent projects, with a track record of shipping on time while keeping stakeholders aligned
• Clear written and verbal communication with technical and non-technical audiences
• Будет плюсом: Experience building LLM evaluation frameworks or QA workflows for AI-generated responses, background in fintech, crypto, or trading platforms where compliance, speed, and user trust are important

• Competitive salary, equity, and benefits
• Unlimited PTO
• Full health, vision, and dental coverage
• 401K match
• Hardware setup: new MacBook Pro, big display, and accessories