Director of CX Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $300k - $400k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 9%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Polymarket

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

₿ Crypto

🎲 Gambling

💸 Finance

Crypto • Gambling • Finance

Polymarket is a prediction market platform that enables users to wager on the outcomes of various events, including political elections, sports contests, and cryptocurrency price movements. Operating as a decentralized betting service, it allows participants to buy and trade shares in event outcomes, providing a unique way to engage with and speculate on future scenarios. Polymarket combines elements from both traditional markets and blockchain technology, creating an innovative environment for users to make predictions and potentially profit from their insights.

📋 Description

• Hire, manage, and develop the in-house Agents Plus team • Own outsourced support partner relationships end to end, including sourcing, contracting, performance management, and escalation • Forecast volume and build shift and coverage models across time zones • Staff to demand and manage schedule adherence and shrinkage for 24/7 support coverage • Decide when to flex vendor headcount versus in-house capacity • Build surge playbooks for high-profile events • Make build-vs-buy decisions as volume grows • Own operational metrics including SLAs, occupancy, shrinkage, cost-per-contact, response time, and resolution time • Identify and resolve operational friction, handoff issues, coverage gaps, and tooling problems • Partner with CX strategy on quality standards and process design • Represent capacity, cost, and coverage trade-offs in planning conversations

🎯 Requirements

• 7+ years in support operations, workforce management, or BPO/vendor management, including direct experience managing an outsourced or blended (in-house + vendor) support model • Hands-on experience running workforce management — forecasting, scheduling, real-time management, shrinkage and adherence — for a 24/7 or near-24/7 operation • Track record of directly owning a BPO relationship: contracting, SLAs, performance management, and escalation • Comfortable owning a budget or cost model for support operations and making build-vs-buy or vendor-vs-in-house calls • Tool-native and data-comfortable: dashboards, WFM software, ticketing and QA platforms • Experience operating in a variable, spiky-volume environment — fintech, trading, gaming, marketplaces, or another event-driven consumer platform • Strong process discipline • Comfortable operating at the leadership level and communicating capacity, cost, and trade-offs clearly to non-operations stakeholders • Experience scaling a small in-house team alongside an external BPO simultaneously (plus) • Domain context in prediction markets, sportsbooks, trading, or another event-driven and time-sensitive market (plus)

🏖️ Benefits

• Equity • Unlimited PTO • Full Health, Vision, & Dental coverage • 401k match • Equinox membership • Hardware setup: new MacBook Pro, big display, & accessories