Customer Experience Launch Readiness Manager

About Polymarket: Polymarket is the world's largest prediction market platform, enabling individuals to trade on real-world events across politics, economics, sports, culture, and current affairs. With $21B traded in 2025, Polymarket aggregates diverse opinions into transparent market-based probabilities, aiming to become a global beacon of truth in media.

The Customer Experience (CX) team ensures that rapid product launches do not compromise user experience. Currently, there is a gap in CX readiness for new launches, and this role is designed to close that gap.

What You'll Do:

• Build and own the CX readiness plan for every new product, market type, and geography launch, from kickoff through stable handoff.
• Embed with Product teams during the planning stage to surface support needs, flag risks, and ensure CX requirements are scoped in before engineering is finalized.
• Stand up and directly manage pilot support pods for new launches, including staffing, tooling, and day-to-day operations during the incubation period.
• Collaborate with the Enablement team to produce training materials, SOPs, and QA criteria before each launch goes live.
• Track contact rates, issue trends, and customer satisfaction data for newly launched products and report findings back to Product with clear recommendations.
• Define the criteria for what ‘stable’ looks like for each launch and execute the handoff to scaled operations or external partners once those criteria are met.
• Build the readiness framework for international expansion, accounting for language, regulatory context, and partner capability as Polymarket enters new markets.

What We're Looking For:

• 4 or more years in support operations, program management, or product operations, with direct ownership of launch readiness or go-live planning.
• Demonstrated experience launching new products, market types, or geographies from the support side, including building SOPs and training from scratch.
• Track record of strong cross-functional partnership with Product and Engineering teams, not just coordination but actual influence on how products are built and scoped.
• Comfort operating in ambiguity: experience in building processes where none existed and making good decisions without complete information.
• Strong written communication skills, capable of writing clear readiness plans, crisp status updates, and useful post-launch reports without extensive editing.
• Organized and reliable follow-through, ensuring teams and partners depend on you to track details and close loops without being chased.
• (Plus) Experience at a startup or high-growth company where the roadmap changed rapidly, requiring adaptability in plans.
• (Plus) Experience managing international or multi-geography launches, including working with external support partners across different time zones and languages.