Senior Product Manager, Service Delivery

LawnStarter is the nation's leading on-demand marketplace for lawn care and outdoor services, expanding into a comprehensive home services platform across three brands. The company emphasizes trust, quality, and AI-powered support in service delivery.

Location: Remote (US)

Salary: $140,000 - $185,000

Responsibilities

• Set expectations for both customers and Pros before work starts to prevent mismatches and conflicts.
• Arbitrate between conflicting interests of customers and Pros fairly and consistently, building policies and AI-assisted decision systems.
• Own and develop eval systems to ensure AI support is trustworthy and effective, including datasets, automated judges, and quality control.
• Manage messaging systems that connect and moderate communication between customers and Pros, ensuring platform integrity and early conflict detection.

Requirements

• AI-native with experience in measuring AI experience quality, owning evals, or building trust in AI systems.
• Ability to make two-sided calls, balancing customer and Pros interests, and making justified decisions.
• Designs for outcomes upfront, focusing on setting correct expectations to prevent issues.
• Systems thinker with understanding of incentives, policies, and feedback loops in marketplace service delivery.
• Data-informed decision maker, comfortable with metrics like CSAT, resolution rate, eval scores, and recognizing when data is insufficient.
• Technically fluent, able to collaborate with engineers on AI and messaging system design, providing meaningful feedback.

Benefits

• Base salary: $140,000 - $185,000
• Equity in a system impacting customer and Pro trust and retention
• Healthcare: Medical, dental, and vision
• Fully remote work from anywhere in the US
• Flexible PTO

Additional Information

• This is a senior product management role focused on service delivery, trust, and AI systems.
• The role involves shaping strategy, policies, and systems for a broad, high-scale marketplace area.
• It is not a support PM role, internal AI role, greenfield development, or single-audience focus.