Program And Policy Lead

## About Polymarket

Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.

We're growing fast, both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.

## About the Role

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.