Director of CX Operations

Polymarket

. Hire, manage, and develop the in-house Agents Plus team .

Posted 9/18/2026full-timeRemote • United StatesLead💰 $300,000 - $400,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support operations, including workforce management, vendor relationships, and operational metrics. Proven ability to forecast demand, build coverage models, and communicate effectively with stakeholders.

Highest-signal resume keywords

Support Operations ManagementWorkforce ManagementBPO Relationship ManagementForecasting and SchedulingOperational Metrics Ownership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingSchedulingPerformance ManagementCost Model ManagementBuild-Vs-Buy Decision MakingOperational Metrics AnalysisShrinkage ManagementReal-Time ManagementProcess DesignQuality Standards

Soft Skills

LeadershipCommunicationProcess Discipline

Tools & Technologies

WFM SoftwareDashboardsTicketing PlatformsQA Platforms

Industry Keywords

BPOFintechTradingGamingMarketplacesEvent-Driven PlatformsPrediction MarketsSportsbooks

About the role

Key responsibilities & impact

Hire, manage, and develop the in-house Agents Plus team
Own outsourced support partner relationships end to end, including sourcing, contracting, performance management, and escalation
Forecast volume and build shift and coverage models across time zones
Staff to demand and manage schedule adherence and shrinkage for 24/7 support coverage
Decide when to flex vendor headcount versus in-house capacity
Build surge playbooks for high-profile events
Make build-vs-buy decisions as volume grows
Own operational metrics including SLAs, occupancy, shrinkage, cost-per-contact, response time, and resolution time
Identify and resolve operational friction, handoff issues, coverage gaps, and tooling problems
Partner with CX strategy on quality standards and process design
Represent capacity, cost, and coverage trade-offs in planning conversations

Requirements

What you’ll need

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
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
Experience operating in a variable, spiky-volume environment — fintech, trading, gaming, marketplaces, or another event-driven consumer platform
Strong process discipline
Comfortable operating at the leadership level and communicating capacity, cost, and trade-offs clearly to non-operations stakeholders
Experience scaling a small in-house team alongside an external BPO simultaneously (plus)
Domain context in prediction markets, sportsbooks, trading, or another event-driven and time-sensitive market (plus)

Benefits

Comp & perks

Equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Equinox membership
Hardware setup: new MacBook Pro, big display, & accessories