Lead Product Manager, Consumer Experience

LawnStarter is hiring a Lead Product Manager to own the consumer experience after customers’ first booking and throughout their relationship with the company. The role sets product vision and roadmap, ships improvements across the customer journey, and determines where AI can improve personalized outdoor-services experiences.

Responsibilities:

• 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
• 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
• You'll change that by building a deep understanding of each property and household (its size, condition, seasons, and what the customer cares about) and turning it into a personalized plan for everything outside the home
• You'll remove scheduling friction, rethink the cancellation moment, and give departing customers a real reason to return
• You'll build the product that gets them aligned, combining what customers tell us, what Pros learn on the job, and what our proprietary data already knows about a property, so the right information reaches the right side before the visit happens
• You'll judge where agentic and AI-based features improve the consumer experience and where they add noise, then ship the ones that earn their place to hundreds of thousands of customers
• At that scale, responsible means knowing how a feature fails before customers find out

Requirements:

• 6+ years as a product manager on consumer-facing products, including at least one B2C product at scale
• A track record of extraordinary outcomes. Not solid, exceptional: results with your fingerprints on the decision
• You've launched AI-powered consumer products and watched real people use them, so you know where AI makes an experience better and where it gets in the way
• If you've never built an agentic or AI-based consumer experience, this role is unlikely to be a good fit
• You go looking for consumer problems in reviews, support conversations, and funnel data. A confusing reschedule flow bothers you until it's fixed
• You see a product change as one part of a larger system and think through its second- and third-order effects before you ship. Here, that system is a marketplace: a change for customers almost always touches Pros, pricing, and operations too. You plan for those effects in the spec, not after launch
• You've delivered personalized experiences before and know what it takes to make a product feel built for one household
• You set priorities and defend them. Product analytics, funnel analysis, and retention cohorts are your daily tools, so you diagnose why conversion drops deeper in the funnel instead of guessing. And you partner closely with design
• You'll write evals, read transcripts, and prototype with LLMs
• Marketplace experience helps