CX Operations Leader: Scale 24/7 Support & Vendors

Socket.dev; United States; Remote; USD 300,000 - 400,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Full Health, Vision, & Dental coverage

401k match

Equinox membership

Hardware setup: MacBook Pro + display

Job summary

Polymarket is seeking a seasoned support operations leader to scale an in-house Agents Plus team and manage outsourced partners. You will forecast demand, plan staffing across time zones, and optimize coverage for high-traffic events, while owning cost and performance metrics.

The role blends operator discipline with vendor management, driving playbooks and data-driven staffing decisions in a fast-paced, event-driven environment.

Qualifications

• 7+ years in support operations, workforce management, or BPO/vendor management.
• Hands‑on experience running workforce management — forecasting, scheduling, real‑time management for 24/7 operations.
• Proven track record owning a BPO relationship: contracting, SLAs, performance management, escalation.
• Comfortable owning a budget or cost model for support ops and build-vs-buy decisions.
• Tool-native and data‑comfortable: dashboards, WFM software, ticketing and QA platforms.
• Experience in a variable, spiky-volume environment — fintech, trading, marketplaces.
• Strong process discipline; keep playbooks current as volume/headcount changes.
• Able to communicate capacity, cost, and trade‑offs clearly to leadership.

Responsibilities

• Hire, manage, and develop in-house Agents Plus team.
• Own outsourced support partner relationships end to end: sourcing, contracts, performance, escalation.
• Forecast volume and build shift models across time zones; manage adherence and shrinkage.
• Decide when to flex vendor headcount vs in-house capacity; create surge playbooks.
• Own operational metrics: SLAs, occupancy, cost-per-contact, response/resolution times.
• Spot and fix operational friction: bad handoffs, coverage gaps, slow tooling.
• Partner with CX strategy to ensure on-floor execution aligns with standards.
• Represent capacity, cost, and coverage trade-offs in planning conversations.

Skills

Workforce management

Vendor management

Budgeting

Data dashboards

WFM software

Real-time management

Leadership communication

Blended org ops

Tools

Ticketing systems

QA platforms

Job description

Polymarket is seeking a seasoned support operations leader to scale an in-house Agents Plus team and manage outsourced partners. You will forecast demand, plan staffing across time zones, and optimize coverage for high-traffic events, while owning cost and performance metrics.

The role blends operator discipline with vendor management, driving playbooks and data-driven staffing decisions in a fast-paced, event-driven environment.