Technical Product Manager, CX Tooling

The role

You will own the CX tech stack end to end, including the ticketing platform, CRM, and AI automation. You will set the roadmap, write specs, run rollouts, and manage vendor relationships.

What you will do

• Own and prioritize the CX tech roadmap across ticketing, CRM, AI automation, and integrations.
• Configure, evaluate, and continuously improve Decagon AI agents.
• Translate operational pain points from CX teams into clear requirements for Engineering.
• Lead tooling rollouts from kickoff through launch.
• Partner with product Engineering on integrations including API connections, webhooks, and data flows.
• Administer CX platforms day to day, owning access controls and configuration changes.
• Manage vendor relationships and contracts for CX software.

Required qualifications

• 4 or more years in CX systems, technical program management, or a directly comparable role.
• Hands-on admin experience with at least one major support platform such as Zendesk, Salesforce Service Cloud, or Intercom.
• Proven experience deploying AI agents or automation in a support context.
• Comfortable working with APIs, webhooks, and integrations.
• Strong program management skills across multiple concurrent projects.
• Clear written and verbal communication with both technical and non-technical audiences.

Nice to have

• Experience building LLM evaluation frameworks or QA workflows for AI-generated responses.
• Background working in fintech, crypto, or trading platforms.

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories

About the company

Polymarket is the world's largest prediction market platform. It enables individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs.