Senior Product Manager (Service Delivery)

Role Overview

Join LawnStarter as a Senior Product Manager (Service Delivery). You’ll shape the strategy, policy, and systems behind the post-booking experience, improving trust and communication between customers and service providers in live, high-scale marketplace environments.

Key Missions

• Set clear expectations and align what customers and professionals should expect from each job.
• Develop and improve policies and systems that resolve conflicting interests fairly and consistently, and prevent conflicts before they happen.
• Implement and monitor an evaluation system to ensure AI used for support and communication is reliable, effective, and meets quality standards.
• Ensure clear two-way communication between marketplace sides.

Responsibilities

• Make and defend two-sided product decisions when customer and provider interests conflict.
• Work with engineering on how AI and messaging systems work, providing meaningful feedback on tradeoffs.
• Partner with teams to design outcomes upfront (rather than only auditing results after the fact).
• Use and interpret metrics to drive product choices (e.g., CSAT, resolution rates).

Requirements

• Comfortable making two-sided calls and holding both perspectives in mind.
• Technically fluent: understands AI/messaging system design well enough to give feedback; not necessarily writing production code.
• AI-native: uses AI daily; can evaluate whether an AI experience is genuinely good, and has built/owned evals or wants to.
• Outcome-focused product design (sets expectations early to prevent issues).
• Marketplace systems thinker: designs incentive- and policy-based rules that hold up across edge cases and bad actors.
• Data-informed: uses metrics to guide decisions and knows when judgment is needed.

Nice-to-Haves

• Experience building AI evaluation frameworks (evals) for reliability and quality measurement.