Senior Product Manager, Service Delivery
Location
United States
Posted
26 days ago
Salary
$140K - $170K / year
Seniority
Lead
No structured requirement data.
Job Description
Senior Product Manager, Service Delivery
LawnStarter
Role Description 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. Service delivery is a big area with more than one PM in it. You'll work alongside them; your center of gravity is the trust between both sides of the marketplace. What makes this role different: - It's a real area of impact, not a single feature. You'll shape strategy, policy, and the systems behind a whole slice of the post-booking experience — not optimize one screen. - It's inherently two-sided. You work for customers and Pros at once, and you're often the one arbitrating between them. Pleasing one side at the other's expense is failure. - AI is a core tool, not a side project. Support and outreach already run on AI. You'll push how far that goes — and build the evals that prove it's good before we trust it with more. Problems to Solve: - Getting expectations right before the work ever starts. Most service failures aren't bad work — they're mismatched expectations. - Arbitrating genuinely competing interests. A customer wants a date the Pro can't commit to. The grass is long enough to need a different price tier than booked. - Making AI trustworthy enough to do more — which means evals. You'll own the eval systems that define what "good" means for an open-ended conversation. - Messaging that connects both sides — and quietly protects the marketplace. What Success Looks Like (Year 1): - Expectations match on both sides: Pros know exactly what each job requires, customers get what they expected. - Competing interests resolve faster and more fairly: A clearer resolution model with measurable consistency. - AI is provably good, and does more: An eval suite gates AI changes so no quality regression ships unseen. - Messaging connects and protects: Measurable improvement in messaging reliability and engagement. Qualifications - AI-native: You use AI daily in your own work and have real intuition for how to measure whether an AI experience is actually good. - Comfortable making two-sided calls: You can hold both the customer's and the Pro's interest in your head at once. - You design for the right outcome up front: You're not satisfied grading work after the fact. - A marketplace systems thinker: You see service delivery as a system of incentives, policies, and feedback loops. - Data-informed: You live in the numbers that matter here — CSAT, resolution rate, eval scores, churn, deflection. - Technically fluent: You partner with engineers on how AI and messaging systems work. Requirements - This Role Is NOT a support PM role. - The internal-AI role. - A greenfield 0→1 role. - A single-audience role. Benefits - Base salary: $140,000 - $170,000 - Equity: The systems you'll work on touch every customer and Pro. - Healthcare: Medical, dental, and vision. - Fully remote: Work from anywhere in the US. - Flexible PTO: We Focus On Results.
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