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Senior Product Manager, Service Delivery

1 week ago
United States
Full-time
Senior
Product Manager
Product Management
LLM
Apply Now
LawnStarter

LawnStarter

LawnStarter provides an online platform for booking lawn mowing services from local professionals, ensuring a seamless and efficient customer experience with transparent pricing and a focus on quality and reliability.

Professional Services
11-50
Founded 2013
$18M raised
View All Jobs 11

Description

  • Set strategy and own product decisions for the quality, trust, and communication side of service delivery.
  • Improve expectation-setting before jobs begin so customers and Pros align on scope, pricing, and outcomes.
  • Build policies and decision systems that fairly resolve competing customer and Pro interests at scale.
  • Use AI-powered support and outreach as core product tools and expand their role responsibly.
  • Own evaluation frameworks for AI support, including golden datasets, automated judges, regression detection, and human-review sampling.
  • Gate AI changes with rigorous evals to prevent quality regressions before they reach customers or Pros.
  • Improve messaging systems that coordinate work across customers and Pros on all three brands.
  • Design moderation and detection mechanisms for off-platform leakage and conflict escalation.
  • Make judgment calls in ambiguous marketplace disputes when no clean policy or automated answer exists.
  • Partner with engineering and operations to improve live, high-scale systems under real-world load.

Requirements

  • Senior product management experience in marketplace, trust/safety, service delivery, support, or similarly complex product areas.
  • Experience shaping strategy, policy, and systems across a broad product area rather than optimizing a single feature or screen.
  • Ability to make balanced decisions for two sides of a marketplace and defend tradeoffs clearly.
  • Experience or strong interest in building and owning AI evaluation systems for open-ended conversations.
  • Daily AI usage with strong intuition for measuring whether an AI experience is actually good.
  • Comfort working with live, high-scale systems and improving them under existing production load.
  • Data-informed decision-making using metrics such as CSAT, resolution rate, eval scores, churn, and deflection.
  • Technical fluency to collaborate effectively with engineers on AI and messaging system tradeoffs.
  • Marketplace systems thinking focused on incentives, policies, and feedback loops rather than UI-only solutions.
  • Comfort making judgment calls when data is incomplete and no clean answer exists.

Benefits

  • Base salary of $140,000 - $170,000.
  • Equity package.
  • Medical, dental, and vision insurance.
  • Fully remote work from anywhere in the US.
  • Flexible PTO.
  • Opportunity to work on systems that affect quality, trust, and retention across a large marketplace.

Interested in this position?

Apply directly on the company website

Apply Now

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