CX Analytics Lead — Build from Scratch, Equity & PTO

Polymarket; New York (NY); On-site; USD 250,000 - 275,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Health, Vision, & Dental coverage

401k match

Hardware setup: MacBook Pro, big desk/

Pay Transparency

Job summary

Polymarket is building a CX data and analytics function from the ground up. You will set the vision, lead the Analytics Engineers, and partner with the central data team to deliver reporting and insights used by CX leadership to make decisions.

You will define the CX metrics layer, work with SQL/dbt, and apply forecasting to staffing and AI deflection rates, driving measurable improvements for the business.

Qualifications

• 6+ years in analytics or data science, with at least 2 years leading an analytics team.
• Expert SQL and dbt experience; fluent in at least one BI tool.
• Track record of building analytics function or data model from scratch.
• Experience with customer support data and CX metrics.
• Strong data storytelling for executive audiences.

Responsibilities

• Define and own the CX metrics layer and the dbt models that power them.
• Write SQL, build data models to diagnose contact rate spikes and root causes.
• Lead and develop the Analytics Engineering team and align output to CX needs.
• Partner with central data team to build pipelines and infrastructure.
• Deliver weekly metrics summaries with actionable recommendations.
• Build measurement framework for AI/automation in CX and forecast staffing.
• Apply forecasting to staffing and AI deflection rate analyses.

Skills

SQL

dbt

data storytelling

leadership

Tools

Looker

Tableau

Mode

Hex

Job description

Polymarket is building a CX data and analytics function from the ground up. You will set the vision, lead the Analytics Engineers, and partner with the central data team to deliver reporting and insights used by CX leadership to make decisions.

You will define the CX metrics layer, work with SQL/dbt, and apply forecasting to staffing and AI deflection rates, driving measurable improvements for the business.