孵化管理负责人
Incubation Management 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。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股势头添柴加火。
## 关于该职位
Polymarket 发布速度快。新产品、新市场类型、新支付渠道、新地区：节奏真实且不会为任何人放慢。客户体验团队的职责是确保这种速度不会以牺牲平台使用者为代价。目前，CX 对新发布的准备度是一个需要弥补的缺口，而这个职位将填补这一缺口。
你将负责从头到尾地构建和管理 CX 准备计划。这意味着在产品规划早期就参与进来，制定准备计划，建立一个小规模的试点支持小组，并在发布稳定后将其移交给我们扩展后的运营团队或外部合作伙伴。你将在过程中编写操作手册，因为在许多情况下，没有人之前支持过这种类型的产品。你将与支持运营、赋能团队和外部合作伙伴合作，你是连接他们与正在发布新功能的产品团队的纽带。
这是一个构建者角色。如果你需要一个明确的流程来工作，那么这可能不适合你。如果你对如何支持从未被支持过的东西充满热情，并确保下一个人不需要从零开始，那么这就是适合你的职位。
## 你将负责
- 从启动到稳定交接，构建并负责每个新产品的 CX 准备计划，包括新市场类型和新地区发布。
- 在规划阶段与产品团队紧密合作，发现支持需求，标记风险，并确保 CX 要求在工程开发前就被纳入。
- 建立并直接管理新发布的试点支持小组，包括人员配置、工具和孵化期的日常运营。
- 与赋能团队合作，在每次发布前制作培训材料、标准操作流程和质量保证标准。
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
Polymarket ships fast. New products, new market types, new payment rails, new geographies: the pace is real and it does not slow down for anyone. The Customer Experience team's job is to make sure that speed does not come at the cost of the people using the platform. Right now, CX readiness for new launches is a gap we need to close, and this role closes it.
You will own launch readiness for CX end to end. That means getting into product planning early, building the readiness plan, standing up a small pilot support pod, and running it until the launch is stable enough to hand off to our scaled operation or external partners. You will write the playbook as you go, because in many cases nobody has supported this type of product before. The team you will work with spans support operations, enablement, and external partners, and you will be the connective tissue between all of them and the Product teams shipping new things.
This is a builder role. If you need a defined process to work within, this is not the right fit. If you are energized by figuring out how to support something that has never been supported before, and then making sure the next person does not have to figure it out from scratch, this is exactly the right fit.
## What You'll Do
- Build and own the CX readiness plan for every new product, market type, and geography launch, from kickoff through stable handoff.
- Embed with Product teams at the planning stage to surface support needs, flag risks, and make sure CX requirements are scoped in before engineering is done.
- Stand up and directly manage pilot support pods for new launches, including staffing, tooling, and day-to-day operations during the incubation period.
- Work with the Enablement team to produce training materials, SOPs, and QA criteria before each launch goes live.
- Track contact rates, issue trends, and customer satisfaction data for newly launched products and report findings back to Product with clear recommendations.
- Define the criteria for what "stable" looks like for each launch, and execute the handoff to scaled operations or external partners once those criteria are met.
- Build the readiness framework for international expansion, accounting for language, regulatory context, and partner capability as Polymarket enters new markets.
## What We're Looking For
- 4 or more years in support operations, program management, or product operations, with direct ownership of launch readiness or go-live planning.
- Demonstrated experience launching new products, market types, or geographies from the support side, including building SOPs and training from scratch.
- Track record of strong cross-functional partnership with Product and Engineering teams, not just coordination but actual influence on how products are built and scoped.
- Comfort operating in ambiguity: you have built processes where none existed and made good decisions without complete information.
- Strong written communication, you can write a clear readiness plan, a crisp status update, and a useful post-launch report without someone editing it for you.
- Organized and reliable follow-through: teams and partners depend on you to track details and close loops without being chased.
- (Plus) Experience at a startup or high-growth company where the roadmap changed fast and you had to adapt your plans to match.
- (Plus) Experience managing international or multi-geography launches, including working with external support partners across different time zones and languages.
## 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.