CX Launch Readiness Lead – Unlimited PTO & Equity

Polymarket; New York (NY); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Full Health, Vision, & Dental coverage

401k match

Hardware setup: new MacBook Pro, big 4

Pay Transparency

Base salary range: $200,000 to $250,0

Job summary

Polymarket, a leader in prediction markets, seeks a CX readiness lead to own end-to-end launch readiness for new products, markets, and geographies. You'll partner with Product, Engineering, and Enablement to design, pilot, and hand off CX readiness plans, ensuring scalable, post-launch success.

The role requires 4+ years in support operations or product operations, experience launching new products, and a proven ability to influence product scoping through strong cross-functional collaboration.

Qualifications

• 4 or more years in support operations, program management, or product operations, with direct ownership of launch readiness.
• Experience launching new products, market types, or geographies from the support side, including building SOPs and training from scratch.
• Track record of strong cross-functional partnership with Product and Engineering teams, not just coordination but actual influence on how products are built and scoped.

Responsibilities

• Build and own the CX readiness plan for every new product, market type, and geography launch, from kickoff through stable handoff.
• Embed with Product teams at the planning stage to surface support needs, flag risks, and ensure CX requirements are scoped in before engineering is done.
• Stand up and directly manage pilot support pods for new launches, including staffing, tooling, and day-to-day operations during incubation.
• Work with Enablement to produce training materials, SOPs, and QA criteria before each launch goes live.
• Track contact rates, issue trends, and customer satisfaction data for newly launched products and report findings back to Product with clear recommendations.
• Define criteria for what 'stable' looks like for each launch, and hand off to scaled operations or partners once met.
• Build readiness framework for international expansion, accounting for language, regulatory context, and partner capability as Polymarket enters new markets.

Skills

Launch readiness

Cross-functional partnership

Program management

SOP development

Training materials

Job description

Polymarket, a leader in prediction markets, seeks a CX readiness lead to own end-to-end launch readiness for new products, markets, and geographies. You'll partner with Product, Engineering, and Enablement to design, pilot, and hand off CX readiness plans, ensuring scalable, post-launch success.

The role requires 4+ years in support operations or product operations, experience launching new products, and a proven ability to influence product scoping through strong cross-functional collaboration.