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About the Role
This is the most senior individual contributor role in Product, focusing on the Service Experience product strategy and roadmap. You will drive the end-to-end product agenda for everything after a customer books, impacting both customers and Pros, with a strong emphasis on AI integration. The role requires you to be a critical thought partner to leadership on AI's impact on the service experience and an operator who ships high-quality products rapidly with peers in engineering, design, data, marketing, and ops.
Responsibilities
- Own the Service Experience swim lane's product strategy and roadmap, including marketplace trust after booking, setting expectations, steering Pros toward great work, and AI-assisted policies for conflict arbitration.
- Develop AI-powered support for customers and Pros, including the evaluation systems that gate every change.
- Own two company-level numbers: Contribution LTV and brand-promise metrics.
- Define the vision and proof of concept for how AI transforms the customer and Pro experience beyond just support.
- Set the bar for product quality, shipping trustworthy AI, influencing Senior PMs, and serving as the go-to person for difficult judgment calls.
- Make AI support provably good and increase its resolution rate for customer and Pro inquiries.
- Build Pro-side support on the foundation of proving AI case resolution quality.
- Develop policies and AI-assisted systems to ensure fair and consistent expectation setting and Pro guidance at scale.
- Own Contribution LTV, targeting +10% year over year, by identifying and proving the impact of levers like retention, cost to service, and reduced make-goods.
- Develop a working proof of concept and a leadership-endorsed vision for how AI transforms the customer and Pro experience.
- Achieve 50%+ of support inquiries resolved by AI with high satisfaction, with an evaluation suite blocking regressions, and a first version of Pro-side AI support live within the first year.
- Increase Contribution LTV by 10% year over year with defensible attribution.
- Hit brand-promise metric goals for priced as quoted and done right.
- Deliver a working proof of concept and a leadership-endorsed vision for AI's transformation of the customer and Pro experience.
- Be recognized by leadership as the definer of the service experience direction and improve team shipping speed and quality.
Requirements
- A track record of extraordinary outcomes and exceptional results with clear decision-making impact.
- Daily use of AI, experience building with LLMs, and a preference for AI solutions for data needs or code reading.
- Strong intuition for AI experience quality and a clear view on its future direction.
- Deep understanding of customer and Pro needs through transcript and feedback analysis, holding both interests simultaneously with a defensible rationale.
- Ruthless data-driven approach to finding root causes and making decisions.
- Ability to ship scrappily, compress timelines, and maintain quality.
- Willingness to dive into unglamorous details like labeling eval sets and rewriting policy.
- Ability to change leadership's mind, raise the bar for PMs, and influence peers.
- Not a people-management role; influence through judgment and output.
- Not a support PM role; focus on trust and AI in the broader experience.
- Not an internal-AI tooling role; focus on AI in the customer and Pro experience.
- Not a strategy-only seat; requires hands-on work like writing evals and prototyping.
- Not a tactical delivery role; owns the direction of the service experience.
Skills
- Product Strategy
- Roadmap Development
- Marketplace Trust
- AI-Powered Support
- Evaluation Systems
- Contribution LTV
- Brand-Promise Metrics
- AI Vision and Proof of Concept
- Trustworthy AI Shipping
- Influencing Senior Stakeholders
- Judgment Calls
- Data Analysis
- Root Cause Analysis
- LLM Prototyping
- Eval Set Labeling
- Policy Rewriting
- Customer Experience
- Pro Experience
Location
- US
Work Type
- Fully remote
Experience Level
- Senior Individual Contributor
Salary/Compensations
- $185,000 to $230,000
Benefits
- Equity
- Medical
- Dental
- Vision
- Flexible PTO
About the Company
- LawnStarter is the nation's leading on-demand marketplace for lawn care and outdoor services, with over $150M in bookings.
- Expanding beyond lawn care to become the one-stop shop for home services with three brands (LawnStarter, Lawn Love, Home Gnome) on one shared platform.
- BHAG: 1+ job per household, every year.
- Organized around four bets: New Customer Acquisition, Strengthen Supply, Service Experience, and AI & Operating Excellence.
Equal Opportunity
- LawnStarter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
- Complies with applicable state and local laws governing nondiscrimination in employment.