Incubation Management 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
Polymarket ships fast. New products, new market types, new payment rails, new geographies: the pace is real and it does not slow down for anyone. The Customer Experience team's job is to make sure that speed does not come at the cost of the people using the platform. Right now, CX readiness for new launches is a gap we need to close, and this role closes it.
You will own launch readiness for CX end to end. That means getting into product planning early, building the readiness plan, standing up a small pilot support pod, and running it until the launch is stable enough to hand off to our scaled operation or external partners. You will write the playbook as you go, because in many cases nobody has supported this type of product before. The team you will work with spans support operations, enablement, and external partners, and you will be the connective tissue between all of them and the Product teams shipping new things.
This is a builder role. If you need a defined process to work within, this is not the right fit. If you are energized by figuring out how to support something that has never been supported before, and then making sure the next person does not have to figure it out from scratch, this is exactly the right fit.
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 at the planning stage to surface support needs, flag risks, and make sure CX requirements are scoped in before engineering is done.
- Stand up and directly manage pilot support pods for new launches, including staffing, tooling, and day-to-day operations during the incubation period.
- Work 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: you have built processes where none existed and made good decisions without complete information.
- Strong written communication, you can write a clear readiness plan, a crisp status update, and a useful post-launch report without someone editing it for you.
- Organized and reliable follow-through: 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 fast and you had to adapt your plans to match.
- (Plus) Experience managing international or multi-geography launches, including working with external support partners across different time zones and languages.
Benefits
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
Pay Transparency
Base salary range: $200,000 to $250,000, plus equity and benefits.
This is a good-faith range for the level we're hiring at. Experience varies widely within a title here, so if your expectations fall outside it, reach out anyway. We're always happy to talk it through.
