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Salary: USD 200,000 - 250,000 / annual
Polymarket is the world's largest prediction market platform, enabling individuals to trade on real-world outcomes across politics, economics, sports, culture, and current affairs. The company traded $21B in volume in 2025 and is growing rapidly as an alternative news source.
You will build Workforce Management for the Customer Experience (CX) team from the ground up. Polymarket's support demand is highly volatile and event-driven—elections, market resolutions, and major sports outcomes can multiply ticket volume within hours. Currently, the CX team manages this without a formal WFM function. You will define and own that function end-to-end.
Key responsibilities include:
- Build and maintain forecasts across all channels, queues, and BPO partners, covering long-range planning, short-range scheduling cycles, and event-driven spikes tied to elections, market resolutions, and major sports.
- Own headcount and capacity models for both in-house and outsourced staffing, including scenario modeling for AI deflection and automation, and translate those models into hiring plans and vendor commitments.
- Design shift patterns, coverage models, and flex strategies that hit service level targets without excess headcount during slow periods.
- Build event readiness playbooks for known volume spikes and a rapid-response framework for unpredictable ones.
- Translate volume forecasts into vendor SOW requirements and staffing calls, and hold BPO partners accountable to commitments in partnership with Vendor Management.
- Hire and develop the Real Time Analyst, set the operating rhythm between planning and intraday management, and build out the WFM team as the function grows.
- Evaluate, select, and lead implementation of a WFM platform when spreadsheets are no longer sufficient.
This is a high-ownership role with direct impact on service levels, vendor spend, and customer experience during critical moments. You will be building the function from scratch, not inheriting an existing one.
REQUIREMENTS:
- 8+ years owning WFM capacity planning and forecasting (not contributing to it, owning it)
- Track record of building a WFM function from scratch or meaningfully rebuilding one that wasn't working
- Experience managing a blended workforce across in-house teams and multiple BPO vendors, including translating forecasts into vendor staffing commitments and holding partners accountable
- Strong command of forecasting methods across different time horizons and demand patterns, with judgment to match method to problem
- Expert-level spreadsheet modeling skills, able to run the function on spreadsheets alone and knowing when a dedicated WFM platform is the right next step
- Experience hiring and developing WFM analysts and setting the operating rhythm between planning and intraday management
- Ability to explain capacity models clearly to executives, including assumptions and trade-offs
- Preferred: Experience modeling the staffing impact of AI agents and automation on contact volume and handle time
- Preferred: Background in volatile, event-driven demand environments such as crypto, trading platforms, gaming, or live events
- Preferred: Hands-on experience with WFM platforms such as Assembled, NICE, Verint, or Calabrio
