Customer Experience Policy And Service Model Manager

Location: Remote

Salary: $200,000–$250,000 base salary, plus equity and benefits

Company

Polymarket operates a peer-to-peer prediction market platform covering politics, economics, sports, culture, and current affairs.

What you will do

• Design and implement a tiered service model for high-value users, including eligibility criteria, entitlements, and operational routing logic.
• Write and maintain a clear CX policy library covering account actions, exceptions, goodwill decisions, and other customer-impacting situations.
• Own policy governance from intake and Legal and Compliance review through approval, versioning, and rollout communication.
• Audit frontline policy application and close gaps through process improvements and enablement.
• Build the CX programs roadmap, coordinate concurrent initiatives, and align stakeholders on priorities and timelines.
• Measure the effects of segmentation and policy changes on customer satisfaction, support cost, and risk exposure.

Requirements

• 6+ years of experience in CX strategy, policy, or program management.
• Direct experience owning policy documentation and governance processes.
• Ability to write clear policies with defined decision rules and exceptions for frontline agents.
• Experience working with Legal and Compliance in a regulated industry and running formal approval cycles.
• Experience designing tiered, premium, or VIP service models and their operational logic.
• Strong program management and data analysis skills across multiple concurrent workstreams.

Nice to have

• Experience in trading, brokerage, or wealth management client service.
• Experience building policy frameworks across jurisdictions with different regulatory requirements.

Culture & Benefits

• Remote full-time work.
• Competitive salary, equity, and unlimited PTO.
• Full health, vision, and dental coverage.
• 401(k) match.
• New MacBook Pro, display, and accessories.