Program and Policy Lead

Polymarket

. Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic .

Posted 10/1/2026full-timeRemote • United StatesSenior💰 $200,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CX strategy and policy governance, with a strong focus on designing tiered service models and ensuring compliance with regulatory requirements. Proven ability to manage complex initiatives and evaluate outcomes through data analysis.

Highest-signal resume keywords

CX StrategyPolicy GovernanceProgram ManagementRegulatory ComplianceData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Policy DocumentationService Model DesignEligibility Criteria DevelopmentRouting Logic ImplementationAudit and Gap AnalysisStakeholder AlignmentVersion ControlDecision Rule WritingOperational Logic DesignCustomer Satisfaction Measurement

Soft Skills

Cross-Functional CollaborationCommunicationProblem-SolvingTime ManagementAttention to Detail

Industry Keywords

Regulated IndustryBrokerageWealth ManagementClient ServicePolicy FrameworksJurisdictional Compliance

About the role

Key responsibilities & impact

Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic
Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations
Own the policy governance process end to end, including intake, Legal and Compliance review, approval, versioning, and rollout communication
Audit agent application of policies, identify gaps, and close them through process or enablement changes
Build the CX programs roadmap, track concurrent initiatives, and align stakeholders on priorities and timelines
Design policy and service structures for state-level and regional regulatory requirements across jurisdictions
Measure effects of segmentation and policy changes on customer satisfaction, support cost, and risk exposure

Requirements

What you’ll need

6 or more years in CX strategy, policy, or program management, with direct experience owning policy documentation and governance processes
Demonstrated ability to write policies that frontline agents can apply consistently, with clear decision rules, defined exceptions, and no ambiguity
Experience working cross-functionally with Legal and Compliance in a regulated industry, including formal review and approval cycles
Experience designing tiered, premium, or VIP service models, including criteria and operational logic
Strong program management skills across multiple concurrent workstreams
Track record of keeping complex initiatives on schedule without losing quality
Comfort working with data to evaluate outcomes
(Plus) Background in trading, brokerage, or wealth management client service
(Plus) Experience building or adapting policy frameworks across multiple jurisdictions with different regulatory requirements

Benefits

Comp & perks

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