Capacity Planning Lead
About This Role
Polymarket's support demand doesn't follow a schedule. An election call, a disputed market resolution, or a surprise championship finish can multiply ticket volume in hours. The CX team handles that reality every day, and right now they're doing it without a real WFM function behind them. That changes with this hire. You'll build Workforce Management for CX from the ground up: long-range capacity planning, short-range forecasting, scheduling strategy, and the headcount models that drive both in-house hiring and BPO commitments. The function doesn't exist yet in any formal sense. You'll define what it looks like, hire into it starting with a Real Time Analyst, and own it end to end. This is a high-ownership role with direct impact on service levels, vendor spend, and the customer experience during the moments that matter most. If you want a WFM function that someone else already built, this isn't it. If you want to build the right one from scratch at a company where the stakes are real and the demand spikes are genuinely unpredictable, it is.
What We're Looking For
8 or more years owning WFM capacity planning and forecasting, not contributing to it, owning it.
A 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 to them.
Strong command of forecasting methods across different time horizons and demand patterns, and the judgment to match the method to the problem.
Expert-level spreadsheet modeling skills, with the ability to run the function on spreadsheets alone and the experience to know 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.
Able to explain a capacity model clearly to executives, including the assumptions behind it and the trade-offs involved in the recommendations.
(Plus) Experience modeling the staffing impact of AI agents and automation on contact volume and handle time.
(Plus) Background in volatile, event-driven demand environments such as crypto, trading platforms, gaming, or live events.
(Plus) Hands-on experience with WFM platforms such as Assembled, NICE, Verint, or Calabrio.
Why Join Us
Competitive salary & equity
Unlimited PTO
Full Health, Vision, & Dental coverage
401k match
Hardware setup: new MacBook Pro, big display, & accessories
About Polymarket
Polymarket is at the forefront of the decentralized information and prediction market revolution, leveraging cutting-edge blockchain technology to create a more transparent and efficient way to bet on real-world events. We're building a platform where users can trade on their beliefs about everything from politics to pop culture, fostering a global community driven by data and conviction. Our mission is to democratize access to information and enable price discovery in a trustless environment, fundamentally reshaping how people engage with and understand the world. Our team thrives on innovation, intellectual curiosity, and a deep-seated belief in the power of Web3 principles. We champion a culture of open collaboration, radical transparency, and continuous learning, encouraging every team member to contribute their unique perspective to solve complex challenges. We are a group of passionate builders, designers, and strategists united by a vision for a decentralized future, where markets are fair, accessible, and censorship-resistant. At Polymarket, your work directly impacts the evolution of decentralized finance and information. If you're eager to make a significant impact in the nascent but rapidly expanding blockchain space, Polymarket offers an unparalleled opportunity. Join us to contribute to a platform that empowers users, challenges traditional financial systems, and puts the power of prediction back into the hands of the people. We're looking for individuals who are not just skilled but are also true believers in the potential of crypto to create a more informed and equitable world. Come build the future with Polymarket.
Ready to Apply?
To submit your application for this position, please visit Polymarket's official website and follow their application process.