项目与政策负责人
Program And Policy Lead
## 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一目标添柴加火。
## 关于该职位
Polymarket 的客户体验团队位于快速发展的产品、受监管的金融环境和一个涉及真实资金的全球用户群体的交汇点。该团队负责支持运营、工具开发以及管理我们在复杂情况下如何对待客户的政策。目前，这些政策分散在多个地方，执行不一致，且未设计为可扩展。这就是该职位要解决的问题。
你将负责两件事：决定不同用户应享有哪些服务的客服模型，以及确保所有客户相关决策一致且可辩护的政策框架。这意味着从零开始为高价值用户提供分层服务，编写前线人员可以实际执行的政策，并运行治理流程以保持所有内容在产品变化、法规调整和边缘案例积累时的最新状态。这是一个具有真正影响力的团队管理者职位，工作本身极具挑战性。你需要在快速变化的环境中保持结构，而这种环境并不总是等待政策跟上步伐。
这次招聘至关重要，因为 Polymarket 的客户体验已经超越了非正式规范和个别决策的阶段。我们需要的是能够建立系统的人，而不仅仅是在这个系统中运作的人。
## 你将负责
- 设计并实施针对高价值用户的分层服务体系，包括资格标准、权益和运营团队可以执行的路由逻辑。
- 编写并维护涵盖账户操作、例外情况、善意决定和其他影响客户情况的客户体验政策库，使用一线人员无歧义的语言。
- 全程负责政策治理流程：接收、与法务和合规部门审核、批准、版本控制，以及
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## 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 Customer Experience team at Polymarket sits at the intersection of a fast-moving product, a regulated financial environment, and a global user base with real money on the line. The team handles support operations, tooling, and the policies that govern how we treat customers when things get complicated. Right now, those policies live in too many places, apply inconsistently, and weren't built to scale. That's the problem this role exists to solve.
You'll own two things: the service model that determines what different users are entitled to, and the policy framework that makes every customer-facing decision consistent and defensible. That means building tiered service for high-value users from the ground up, writing policies that frontline agents can actually follow, and running the governance process that keeps everything current as products change, regulations shift, and edge cases accumulate. This is a people manager role with real scope, and the work is genuinely hard. You'll need to hold structure in an environment that moves fast and doesn't always wait for policy to catch up.
This hire matters because CX at Polymarket is past the point where informal norms and one-off decisions are good enough. We need someone who can build the system, not just operate inside one.
## What You'll Do
- Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic that Operations can actually execute.
- Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations, in language that leaves no room for interpretation at the frontline.
- Own the policy governance process end to end: intake, review with Legal and Compliance, approval, versioning, and rollout communication.
- Audit how agents are applying policies in practice, identify gaps between written policy and actual behavior, and close them through process or enablement changes.
- Build the CX programs roadmap, track progress across multiple concurrent initiatives, and keep stakeholders aligned on priorities and timelines.
- Design policy and service structures that account for state-level and regional regulatory requirements, so the same framework can flex across jurisdictions without breaking.
- Measure the effect of segmentation and policy changes on customer satisfaction, support cost, and risk exposure, and use that data to inform what gets built or revised next.
## What We're Looking For
- 6 or more years in CX strategy, policy, or program management, with direct experience owning policy documentation and governance processes.
- Demonstrated ability to write policies that frontline agents can apply consistently, meaning clear decision rules, defined exceptions, and no ambiguity about what to do in common scenarios.
- Experience working cross-functionally with Legal and Compliance in a regulated industry, including running formal review and approval cycles before policy goes live.
- Experience designing tiered, premium, or VIP service models, including the criteria and operational logic that make them work in practice.
- Strong program management skills across multiple concurrent workstreams, with a track record of keeping complex initiatives on schedule without losing quality.
- Comfort working with data to evaluate outcomes, whether that's pulling your own analysis or working with an analyst to answer a specific question.
- (Plus) Background in trading, brokerage, or wealth management client service, where high-value user relationships and regulatory constraints overlap.
- (Plus) Experience building or adapting policy frameworks across multiple jurisdictions with different regulatory requirements.
## 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.