技术项目经理 CX 工具
Technical Program Manager CX Tooling
## 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，反映集体对未来预期。
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都在提升。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助为这个目标添柴加火。
## 关于该职位
Polymarket 的 CX 团队规模小、节奏快，负责一个全球用户群体的体验，这些用户全天候交易现实世界的事件。目前，团队使用了一套混合工具，虽然能用，但远未达到需求。这个职位将改变这一现状。
你将全权负责 CX 技术栈：票务平台、CRM、包括 Decagon 在内的 AI 自动化，以及将它们与 Polymarket 产品连接的集成。这不是一个协调角色。你将制定路线图、编写规格、推动上线，并维护供应商关系。当运营遇到问题时，你将其转化为工程可以构建的内容。当一个工具上线时，你负责其是否成功落地。
这个职位很重要，因为 CX 团队中的每个成员，无论是人类还是 AI，都只能和其底层系统一样有效。担任此职位的人将对 Polymarket 随着平台增长而扩展支持的方式产生真正的影响力。这意味着做出艰难的优先级决策，现在就交付可用的成果，同时为长期的解决方案打基础，并足够贴近产品，提前预判 CX 需要什么，而不是等到紧急时刻才应对。
## 你将负责
- 全权负责 CX 技术路线图的优先级排序，涵盖票务、CRM、AI 自动化和集成，决定哪些内容需要开发以及何时开发。
- 配置、评估并持续优化 Decagon AI 代理，以提高自动化解决率并减少人工处理。
- 将 CX 团队的运营痛点转化为清晰、可构建的工程需求，并跟踪这些规格直至交付。
- 从启动到发布领导工具的上线，协调工程、运营和供应商，确保项目按计划进行。
- 与产品工程团队合作，推进 CX 所依赖的集成，包括 API 连接
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**
The CX team at Polymarket is small, fast, and responsible for the experience of a global user base that trades on real-world events around the clock. Right now, the team runs on a mix of tooling that works, but not as well as it needs to. That changes with this hire.
You will own the CX tech stack end to end: the ticketing platform, CRM, AI automation including Decagon, and the integrations that tie them to Polymarket's product. This is not a coordination role. You will set the roadmap, write the specs, run the rollouts, and hold the vendor relationships. When Operations has a problem, you turn it into something Engineering can build. When a tool goes live, you own whether it lands.
This role matters because every agent on the CX team, human or AI, is only as effective as the systems underneath them. The person who takes this role will have real influence over how Polymarket scales support as the platform grows. That means making hard prioritization calls, shipping things that work now while building toward what works long-term, and staying close enough to the product to anticipate what CX will need before it becomes urgent.
**## What You'll Do**
- 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 the 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.
**## What We're Looking For**
- 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.
- (Plus) 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.
**## 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: $200,000 to $250,000, 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.