Technical Product Manager, CX Tooling

Polymarket is the world's largest prediction market platform. The CX team is small, fast, and responsible for the experience of a global user base. The role owns the CX tech stack end to end, including the ticketing platform, CRM, AI automation including Decagon, and the integrations that tie them to Polymarket's product. This is not a coordination role: the person sets the roadmap, writes the specs, runs the rollouts, and holds the vendor relationships.

Responsibilities

Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations; 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; Partner with product Engineering on integrations CX depends on, including API connections, webhooks, and data flows; Administer CX platforms day to day, owning access controls, configuration changes, and change management; Manage vendor relationships and contracts for CX software, including renewals, escalations, and evaluations of new tools

Requirements

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; Proven experience deploying AI agents or automation in a support context, including owning the evaluation of whether they are 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; Clear written and verbal communication with both technical and non-technical audiences

Nice to have

Experience building LLM evaluation frameworks or QA workflows for AI-generated responses; Background working in fintech, crypto, or trading platforms where compliance, speed, and user trust are in play

Benefits

Competitive salary and equity; Unlimited PTO; Full Health, Vision, and Dental coverage; 401k match; Hardware setup with new MacBook Pro, big display, and accessories