Polymarket - Technical Program Manager CX Tooling

Remote - USA *$200k - $250k+ Equity4w ago

Remote NA Cryptocurrency Fintech Program Manager Technical Project Manager Salesforce Zendesk Intercom CRM Management Change Management

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, not just usage. • Proven experience deploying AI agents or automation in a support context, including owning the evaluation of whether they are actually 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 without losing stakeholders along the way. • Clear written and verbal communication with both technical and non-technical audiences. • (Plus) Experience building LLM evaluation frameworks or QA workflows for AI-generated responses. • (Plus) Background working in fintech, crypto, or trading platforms where compliance, speed, and user trust are all in play.

Responsibilities

• 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.

Benefits

• Unlimited PTO • Full Health, Vision, & Dental coverage • 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.