Principal Product Manager

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. We've organized around those bets as swim lanes: New Customer Acquisition, Strengthen Supply, Service Experience, and AI & Operating Excellence.

This is the most senior individual contributor seat in Product, with no direct reports. You'll work as a peer to the leaders of Ops, Data, Design, and Engineering.

Senior Product Managers here each own a workstream inside one of four swim lanes. You drive the Service Experience product agenda end to end: everything after a customer books, for customers and Pros, and the AI increasingly behind it. Two jobs at once: a critical thought partner to leadership on how AI reshapes our service experience, and an operator who ships with peers in engineering, design, data, marketing, and ops at a speed and quality that most would not believe. You're accountable for company-level numbers, not initiative-level ones.

• Thought partner, not order-taker. Leadership wants your view on where AI takes the service experience, and expects you to change their minds sometimes.
• Speed and quality together. Small team, peers in engineering, design, data, marketing, and ops who move fast, and few layers between your judgment and what ships.
• Ultra AI-forward is the point. We want someone already operating the way most PMs will operate in five years.
• Strategy and hands. You still prototype with LLMs, write eval sets, read transcripts, and re-architect live systems yourself.

• The Service Experience swim lane's product strategy and roadmap: marketplace trust after booking, including setting the right expectations on both sides, steering Pros toward great work, and the increasingly AI-assisted policies that arbitrate conflicts.
• AI-powered support for customers and Pros, including the eval systems that gate every change (golden datasets, automated judges, regression detection, human-review sampling).
• Two company-level numbers: Contribution LTV (profit per customer over their lifetime) and the brand-promise metrics.
• The vision and proof of concept for how AI transforms the customer and Pro experience, not just support.
• The bar for product: standards for shipping trustworthy AI, influencing Senior PMs by showing what great looks like, and being the person leadership calls for the hardest two-sided judgment calls.

• 50%+ of support inquiries resolved by AI with high customer and Pro satisfaction, behind an eval suite blocking regressions, plus a first version of Pro-side AI support live.
• Contribution LTV up 10% year over year, with attribution you can defend.
• Brand-promise metric goals hit: priced as quoted, done right.
• A working proof of concept and a leadership-endorsed vision for how AI transforms the customer and Pro experience.
• Leadership treats you as the person who defines where the service experience goes, not just delivers it, and the team ships faster and better because you're in the room.

• A people-management role. You're an individual contributor with no direct reports. Influence comes from judgment and output, not a team you manage.
• A support PM role. Support is one surface of a broader area covering trust and AI, not a ticket queue or a help center.
• The internal-AI tooling role. A separate effort drives AI adoption in internal tooling. This role is about AI in the experience customers and Pros have.
• 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 service experience goes, not the next feature in it. If you're strongest turning someone else's strategy into tickets, this isn't the fit.