Technical Program Manager, CX Tooling

Polymarket

. Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations, making the call on what gets built and when .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer experience (CX) technology roadmaps, integrating AI automation, and leading cross-functional projects. Proficient in configuring and evaluating CX platforms, with strong program management skills and the ability to translate operational needs into actionable requirements.

Highest-signal resume keywords

CX Systems ManagementTechnical Program ManagementAI Automation DeploymentAPI Integration DesignVendor Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CX Platform AdministrationConfiguration ManagementAI Agent EvaluationProject ManagementRequirements Translation

Soft Skills

Clear CommunicationStakeholder Management

Tools & Technologies

ZendeskSalesforce Service CloudIntercomAPI ConnectionsWebhooks

Industry Keywords

FintechCryptoTrading PlatformsComplianceUser Trust

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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 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

Requirements

What you’ll need

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
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 (Plus)

Benefits

Comp & perks

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