Senior Product Manager – Service Delivery

LawnStarter

Senior Product Manager focusing on service delivery quality and trust for LawnStarter. Leading strategy and AI-driven support initiatives to enhance customer and Pro experiences.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $140,000 - $170,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AIdata analysissystem designpolicy developmentregression detectionhuman-review samplingCSATresolution rateeval scoreschurn

Soft Skills

communicationconflict resolutionstrategic thinkingdecision makingcustomer focuscollaborationproblem solvingdesign thinkingcritical thinkingmarketplace systems thinking