Program And Policy Lead

Polymarket

3d•$200,000 - $250,000

About The Position

The Customer Experience team at Polymarket sits at the intersection of a fast-moving product, a regulated financial environment, and a global user base with real money on the line. The team handles support operations, tooling, and the policies that govern how we treat customers when things get complicated. Right now, those policies live in too many places, apply inconsistently, and weren't built to scale. That's the problem this role exists to solve. You'll own two things: the service model that determines what different users are entitled to, and the policy framework that makes every customer-facing decision consistent and defensible. That means building tiered service for high-value users from the ground up, writing policies that frontline agents can actually follow, and running the governance process that keeps everything current as products change, regulations shift, and edge cases accumulate. This is a people manager role with real scope, and the work is genuinely hard. You'll need to hold structure in an environment that moves fast and doesn't always wait for policy to catch up. This hire matters because CX at Polymarket is past the point where informal norms and one-off decisions are good enough. We need someone who can build the system, not just operate inside one.

Requirements

6 or more years in CX strategy, policy, or program management, with direct experience owning policy documentation and governance processes.
Demonstrated ability to write policies that frontline agents can apply consistently, meaning clear decision rules, defined exceptions, and no ambiguity about what to do in common scenarios.
Experience working cross-functionally with Legal and Compliance in a regulated industry, including running formal review and approval cycles before policy goes live.
Experience designing tiered, premium, or VIP service models, including the criteria and operational logic that make them work in practice.
Strong program management skills across multiple concurrent workstreams, with a track record of keeping complex initiatives on schedule without losing quality.
Comfort working with data to evaluate outcomes, whether that's pulling your own analysis or working with an analyst to answer a specific question.

Nice To Haves

Background in trading, brokerage, or wealth management client service, where high-value user relationships and regulatory constraints overlap.
Experience building or adapting policy frameworks across multiple jurisdictions with different regulatory requirements.

Responsibilities

Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and routing logic that Operations can actually execute.
Write and maintain the CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations, in language that leaves no room for interpretation at the frontline.
Own the policy governance process end to end: intake, review with Legal and Compliance, approval, versioning, and rollout communication.
Audit how agents are applying policies in practice, identify gaps between written policy and actual behavior, and close them through process or enablement changes.
Build the CX programs roadmap, track progress across multiple concurrent initiatives, and keep stakeholders aligned on priorities and timelines.
Design policy and service structures that account for state-level and regional regulatory requirements, so the same framework can flex across jurisdictions without breaking.
Measure the effect of segmentation and policy changes on customer satisfaction, support cost, and risk exposure, and use that data to inform what gets built or revised next.