数据与分析负责人
Data and Analytics Lead
## 关于 Polymarket
Polymarket 是全球最大的预测市场平台。我们让个人可以通过交易政治、经济、体育、文化及新闻事件的结果来表达对现实世界的看法。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
CX 为 Polymarket 提供了一些最丰富的数据：每一次联系、每一次解决、每一个摩擦点。目前，这些数据还没有充分发挥作用。你将改变这一点。
你将从零开始构建 CX 数据和分析功能。这意味着定义重要的指标，创建服务级别、CSAT、联系率、处理时间、首次解决率的单一真实数据源，并提供 CX 领导层实际用于决策的报告和洞察。你将领导 CX 团队中的 Analytics Engineers，并作为与 Polymarket 中央数据工程团队的主要对接人。
这是一个构建者角色。该功能目前尚不存在成熟的形态，你将设定愿景、路线图和标准。你应该能自如地用 SQL 诊断联系率激增的问题，也能向副总裁汇报发现。如果一个洞察没有改变决策，那它就没有意义。
## 你将负责
- 定义并负责 CX 指标层：服务级别、CSAT、处理时间、首次解决率、联系率，以及支撑它们的 dbt 模型。
- 编写 SQL 并构建数据模型，以诊断联系率激增、识别摩擦点，并将根本原因呈现给能够解决问题的团队。
- 领导和发展 Analytics Engineering 团队：设定优先级，审查工作，并确保输出直接符合 CX 团队的需求。
- 与 Polymarket 的中央数据团队合作，构建 CX 依赖的管道和共享基础设施，并在工作停滞时推动其进展。
- 向 CX 领导层提供每周的指标总结和洞察包，包含明确的建议，而不仅仅是图表。
- 构建 CX 中 AI 代理和自动化工具的度量框架，使团队知道什么有效、什么无效，以及在哪里投资
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
CX generates some of the richest data at Polymarket: every contact, every resolution, every point of friction. Right now, that data isn't working hard enough. You'll change that.
You'll build the CX data and analytics function from the ground up. That means defining the metrics that matter, creating a single source of truth for service levels, CSAT, contact rate, handle time, and first-contact resolution, and delivering the reporting and insight that CX leadership actually uses to make decisions. You'll lead the Analytics Engineers on the CX team and serve as the primary connection point to Polymarket's central data engineering team.
This is a builder role. The function doesn't exist yet in any mature form, and you'll be setting the vision, the roadmap, and the standards. You should be as comfortable writing SQL to diagnose a contact spike as you are presenting findings to a VP. If an insight doesn't change a decision, it doesn't count.
## What You'll Do
- Define and own the CX metrics layer: service levels, CSAT, handle time, first-contact resolution, contact rate, and the dbt models that power them.
- Write SQL and build data models to diagnose contact rate spikes, identify friction points, and surface root causes to the teams who can fix them.
- Lead and develop the Analytics Engineering team: set priorities, review work, and make sure output maps directly to CX team needs.
- Partner with Polymarket's central data team to build the pipelines and shared infrastructure CX depends on, and unblock that work when it stalls.
- Deliver weekly metrics summaries and insight packages to CX leadership, with clear recommendations, not just charts.
- Build the measurement framework for AI agents and automation across CX, so the team knows what's working, what isn't, and where to invest next.
- Apply forecasting and modeling to operational problems like staffing, contact driver classification, and AI deflection rates.
## What We're Looking For
- 6+ years in analytics or data science, with at least 2 years leading an analytics team.
- Expert SQL, hands-on dbt experience, and fluency in at least one modern BI tool (Looker, Tableau, Mode, Hex, or similar).
- A track record of building an analytics function or data model from scratch, not just inheriting one.
- Experience working with customer support data and systems, and an understanding of the metrics that matter in a CX context.
- Strong data storytelling for executive audiences: you can turn a complex analysis into a clear recommendation.
- Comfortable working directly with engineering and data platform teams to get pipeline and infrastructure work done.
- (Plus) Experience with NLP or LLM-based approaches to ticket classification or contact driver analysis.
- (Plus) Background in fintech, crypto, or trading platforms.
## Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $250,000 to $275,000, plus equity and benefits.
This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.