Technical Product Manager, CX Tooling

As a Technical Product Manager for CX Tooling at Polymarket, you own the customer experience tech stack end to end: the ticketing platform, CRM, AI automation including Decagon, and the integrations that tie them to Polymarket's product. You set the roadmap, write the specs, run the rollouts, and hold the vendor relationships. This role matters because every agent on the CX team, human or AI, is only as effective as the systems underneath them.

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 you bring

• 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
• Comfort 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

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 all in play

What we offer

• Base salary of $200,000 to $250,000, plus equity and benefits
• Unlimited PTO
• Full health, vision, and dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, and accessories

About Polymarket

Polymarket is the world's largest prediction market platform, enabling individuals to trade on real-world events across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized house, the platform aggregates diverse opinions into transparent, market-based probabilities, with $21B traded in 2025.