Capacity Planning 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'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 You'll Do

• Build and maintain forecasts across every channel, queue, and BPO partner, 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 carrying excess headcount through slow periods.
• Build event readiness playbooks for known volume spikes and a rapid-response framework for the ones that aren't on the calendar.
• Translate volume forecasts into vendor SOW requirements and staffing calls, and hold BPO partners accountable to those 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.
• Decide when spreadsheets stop being the right tool, own the evaluation and selection of a WFM platform, and lead the implementation.

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.

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.