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Technical Product Manager, CX Tooling

Polymarket· CX
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New York$200k - $250kFull-timePosted 3w ago

About the role

Technical Product Manager responsible for end-to-end CX tooling stack including ticketing, CRM, AI automation (Decagon), and integrations. Owns roadmap, specs, rollouts, and vendor relationships to scale Polymarket's customer experience operations.

Responsibilities

  • Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations, deciding what gets built and when.
  • Configure, evaluate, and continuously improve Decagon AI agents to increase automated resolution rates and reduce manual handling.
  • Translate CX operational pain points 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 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.

Qualifications

  • 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.

Skills

Required:CX tooling leadership

Benefits

  • Competitive salary & equity
  • Unlimited PTO
  • Full Health, Vision, & Dental coverage
  • 401k match
  • Hardware setup: new MacBook Pro, big display, & accessories
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Polymarket

Polymarket | The World's Largest Prediction Market™

Polymarket is the world's largest prediction market, allowing you to stay informed and profit from your knowledge by trading on future events across various topics.

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