Senior Product Manager – Service Delivery
Location
United States
Posted
25 days ago
Salary
$140K - $170K / year
Seniority
Senior
Job Description
Senior Product Manager – Service Delivery
LawnStarter
• This is a broad Senior PM role on the quality, trust, and communication side of service delivery — setting the right expectations on both sides, steering Pros to deliver great work, resolving conflicting interests fairly, and making our AI-powered support genuinely good. • You'll work on live, high-scale systems with a mandate to make them better. • You'll work alongside other PMs; your center of gravity is the trust between both sides of the marketplace. • You'll shape strategy, policy, and the systems behind a whole slice of the post-booking experience — not optimize one screen. • You'll build the policies and the decision systems that resolve these fairly and consistently at scale — and make the judgment call yourself when there's no clean answer. • You'll own the eval systems — golden datasets, automated judges, regression detection, human-review sampling — that define what 'good' means for an open-ended conversation.
Job Requirements
- AI-native. You use AI daily in your own work, and you have real intuition for how to measure whether an AI experience is actually good — not just whether it shipped.
- Comfortable making two-sided calls. You can hold both the customer's and the Pro's interest in your head at once, and you're willing to make the call when they conflict — clearly, and with a rationale you'd defend to either side.
- You design for the right outcome up front. You're not satisfied grading work after the fact — you'd rather get the expectations right at the start so the job goes well in the first place, for both the customer and the Pro.
- A marketplace systems thinker. You see service delivery as a system of incentives, policies, and feedback loops — not a set of screens — and you design rules that hold up across edge cases and bad actors.
- Data-informed. You live in the numbers that matter here — CSAT, resolution rate, eval scores, churn, deflection — and you know when the data is thin enough that a judgment call is needed.
- Technically fluent. You partner with engineers on how AI and messaging systems work and give real feedback on design tradeoffs.
Benefits
- Base salary: $140,000 - $170,000
- Equity: The systems you'll work on touch every customer and Pro — quality, trust, and retention all run through service delivery. We want you invested in the long-term outcome.
- Healthcare: Medical, dental, and vision
- Fully remote: Work from anywhere in the US. This role requires deep focus and close partnership with engineering and ops — we trust you to manage your environment.
- Flexible PTO: We Focus On Results
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