Director, CX Policy & Programs

Polymarket; Kansas City (MO); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Competitive salary & equity

Unlimited PTO

Full Health, Vision, & Dental

401k match

Hardware setup: MacBook Pro

Job summary

Polymarket is expanding its Customer Experience team and seeking a leader to design a tiered service model for high-value users, and to craft a comprehensive CX policy framework that ensures consistent frontline decisions across products and regulations.

You will own policy governance end-to-end, coordinate with Legal and Compliance, and drive measurable improvements in customer satisfaction, cost management, and risk exposure as products and regulations evolve.

Qualifications

• 6+ years in CX strategy, policy, or program management.
• Experience writing policies frontline agents can apply consistently.
• Experience working with Legal and Compliance in a regulated industry.

Responsibilities

• Design and implement a tiered service model for high-value users.
• Write and maintain the CX policy library with clear decision rules.
• Own the policy governance process end-to-end with intake, reviews, approval, and rollout.

Skills

CX strategy

Policy governance

Program management

Policy writing

Cross-functional collaboration

Data analysis

Trading/wealth management

Job description

Polymarket is expanding its Customer Experience team and seeking a leader to design a tiered service model for high-value users, and to craft a comprehensive CX policy framework that ensures consistent frontline decisions across products and regulations.

You will own policy governance end-to-end, coordinate with Legal and Compliance, and drive measurable improvements in customer satisfaction, cost management, and risk exposure as products and regulations evolve.