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.