Lead Product Manager, Consumer Experience

LawnStarter is the nation's leading on-demand marketplace for lawn care and outdoor services, with over $750M in bookings. We're expanding beyond lawn care to become the one-stop shop for home services: three brands (LawnStarter, Lawn Love, Home Gnome), one shared platform.

Our BHAG: 1+ job per household, every year. Getting there means winning on four fronts at once: more customers, more Pros, excellent service experience for both sides, and an AI-run company that moves faster than its size should allow.

Hundreds of thousands of households book outdoor services through LawnStarter. Most come for mowing. The opportunity is everything that comes after: helping them discover what else we can do, and giving them every reason to stay.

That’s the opportunity. The customer web portal and app shapes everything after the first booking: how customers schedule, what they learn about their property, which services they find next, and whether they stay. Much of this experience has never had a dedicated owner, and retention is the biggest lever we haven’t pulled yet.

We believe AI changes what’s possible here. Instead of one product for everyone, we can build an outdoor-services experience tailored to each household: their yard, their schedule, and what they need next.

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, and 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. 

• You own the relationship, not a screen. Onboarding, scheduling, cross-sell, cancellation and win-back all sit with you, so you fix the whole journey, not one step.
• Room to define the product. These surfaces are live, yet much of the experience has never had a dedicated owner.
• AI is the strategy, not a feature. You'll decide where agentic and AI-based experiences help customers, then ship them.

• 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.

Every service starts with a set of expectations: what the customer thinks they’re getting, and what the Pro thinks they’re walking into. When those don’t match, both sides lose. 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. Get it right and services go smoothly, prices hold up, and both customers and Pros come back.

• 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.

• A people-management role. You're an individual contributor with no direct reports. Influence comes from judgment and output, not a team you manage.
• For someone who hasn't launched a B2C product at scale. If you haven't shipped a consumer product to a large audience, please don't apply.
• A data PM or platform PM role. You'll lean on data and platforms daily but won't build them. Data and platform PMs are not a good fit.
• A role with a big team and a clean stack. We’re frugal and resourceful: a lean engineering team, a partly legacy stack, and seasonal tests that can take months to read. You’ll get impact by choosing carefully, using AI to move faster than headcount alone allows, and helping us understand what our data doesn’t yet tell us.
• A strategy-only seat. You'll write evals, read transcripts, and prototype with LLMs. If you'd rather just set direction, this will frustrate you.
• A tactical delivery role. This one owns where the consumer experience goes, not the next feature in it. If you're strongest turning someone else's strategy into tickets, this isn't the fit.