[Hiring] Lead Product Manager, Consumer Experience @LawnStarter

Role Description

You’ll own the end-to-end consumer experience, after first booking through the lifetime of the customer relationship, and decide how AI shapes it. You’ll set the vision and roadmap for this area, then ship it alongside engineers, designers, data/applied science partners, marketing, and operations.

As Lead PM, you’re an individual contributor operating with Lead-level scope:

• You own a full product area, build vision and strategy, set direction others build around.
• Work closely with the PM who owns the Pro experience so every customer win holds up on both sides of the marketplace.
• You’ll report to the Sr. Director of Product.

What makes this role different:

• You own the relationship, not a screen.
• Room to define the product.
• AI is the strategy, not a feature.

What You'll Own

• Onboarding: From the first booking to a customer who trusts us with their yard.
• Search and discovery: Helping customers find what they need, including services they didn't know we offer.
• Property details: What shapes the service a customer gets and what a Pro walks into.
• Scheduling: Skips, reschedules, and frequency changes.
• Reviews and tips: How customers rate and reward their Pros.
• Cancellations and win-back: The moment a customer decides to leave, and the path back.
• Cross-sell and personalization: The right services for each customer, tailored to their household.
• AI across the experience: How AI enables all of the above, toward a customized outdoor-services product for every customer.

Problems to Solve

• Turning a mowing customer into a household that trusts us for more.
• Keeping customers through the moments that make them leave.
• Setting the right expectations on both sides.
• Deciding where AI belongs, and shipping it responsibly.

What Success Looks Like (Year 1)

• Consumer Retention, LTV, and CSAT go up: Measurable gains in customer retention, lifetime value (LTV), and satisfaction (CSAT).
• Pros come out even or ahead: Your customer-side wins have a neutral or positive effect on Pros.
• A vision the company rallies behind: A clear 1–2 year vision for the consumer experience, grounded in what our customers need and aligned with leadership.
• A roadmap that ships: A strong 6-12 month roadmap, executed and delivered.

Qualifications

• Experience: 6+ years as a product manager on consumer-facing products, including at least one B2C product at scale.
• A track record of extraordinary outcomes.
• An AI builder: You've launched AI-powered consumer products.
• Customer-obsessed: You go looking for consumer problems in reviews, support conversations, and funnel data.
• A systems thinker: You see a product change as one part of a larger system.
• Experienced in personalization: You've delivered personalized experiences before.
• A strategist who works from data and with design.

Requirements

• This Role Is NOT a people-management role.
• For someone who hasn't launched a B2C product at scale.
• A data PM or platform PM role.
• A role with a big team and a clean stack.
• A strategy-only seat.
• A tactical delivery role.

Benefits

• Equity: We want our product managers to benefit from significant company growth.
• Base salary: $180,000 to $210,000.
• Healthcare: Medical, dental, and vision.
• Location: Fully remote (US).
• PTO: Flexible - We focus on results. Take what you need.