客户体验运营总监
Director of CX Operations
### **关于Polymarket**
Polymarket是全球最大的预测市场平台。我们让个人通过交易政治、经济、体育、文化及新闻事件的结果来表达对现实事件的看法。作为一个去中心化的点对点市场，Polymarket没有中央“庄家”，它将多元的观点聚合为透明的基于市场的概率，反映人们对未来的集体预期。
我们正在快速增长——无论是交易量（2025年达到210亿美元）还是作为替代新闻来源的采用率。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助来添柴加火。
### **关于该职位**
该职位负责CX的运营引擎——包括现场、供应商、日程以及维持7x24小时支持运行的系统。你将带领我们小规模的内部“Agents Plus”团队，构建一个可与外部BPO合作伙伴同步扩展的运营模式，然后像一个整体一样运行两者。
在选举、重大体育赛事和突发新闻期间，业务量会急剧上升——你的工作是在业务激增时确保组织不会崩溃。你既是操作者，又是供应商经理，又是人力规划者：一个能够承担BPO的损益线、阅读需求预测并将其转化为班次和人员配置、将覆盖视为设计问题而非排班难题的人。
### **你将负责**
- 招聘、管理和培养我们的内部Agents Plus团队——处理最高风险和最敏感互动的核心团队
- 全程负责与外包支持合作伙伴的关系——从采购、合同、绩效管理到当供应商表现不佳时的升级路径
- 预测业务量，建立跨时区的班次和覆盖模型，根据需求安排人员，并管理排班遵守情况和人员流失，确保在周二凌晨3点或直播选举夜都能保持覆盖
- 决定何时增加外包人员数量还是内部产能，为高关注度事件制定应急计划，并做出保持模型高效的构建与购买决策
- 负责运营指标——SLA、利用率、人员流失、每通电话成本、响应和解决时间——并确保组织对这些指标保持诚实
- 发现运营摩擦——交接不良、覆盖缺口、降低代理效率的工具——在问题变成模式之前解决
- 与战略团队紧密合作
查看英文原文
### **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
- (Plus) Experience scaling a small in-house team alongside an external BPO simultaneously
- (Plus) Domain context in prediction markets, sportsbooks, trading, or another market where volume is event-driven and time-sensitive
### **Benefits**
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Equinox membership
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $300,000 to $400,000 annually, plus equity and benefits.
This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.