Polymarket
Director of CX Operations
Remote. The employer does not say where candidates may be based.
Location not stated
Employer listed it 5 days ago · Added 5 days ago
First listed 5 days ago and still open.
Salary
$300,000 to $400,000
Location
Location not stated
Timezone
Not stated
Contract
Full-time
Experience
Lead
Category
Operations
Published by the employer
Remote flexibility
Undisclosed
The listing is advertised as remote but does not state which countries or regions candidates may work from.
Why this role is Undisclosed
We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.
- Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
- Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
- Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.
Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.
What the employer says
- Source listing states candidate location: "Remote"
What Nomaders makes of it
- No residency or region requirement found in the job description
- Check with the employer before assuming you can work from abroad
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
- ·Competitive salary & equity
- ·Full Health, Vision, & Dental coverage
- ·Equinox membership
- ·Hardware setup: new MacBook Pro, big display, & accessories
- ·Pay Transparency
How to apply
- 1Check the flexibility label above, undisclosed, matches where you plan to live and work.
- 2Tailor your CV to the role at Polymarket, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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