Lead Product Manager, Consumer Experience

LawnStarter•Austin, TX

1d•$180,000 - $210,000•Remote

About The Position

LawnStarter is hiring a Lead Product Manager to own the end-to-end consumer experience after a customer’s first booking and throughout the customer relationship. The role sets the vision and roadmap for the customer web portal and app, including how AI should shape the experience, and ships that work in partnership with engineering, design, data and applied science, marketing, and operations. The Lead PM is an individual contributor with Lead-level scope, owns a full product area, and works closely with the PM responsible for the Pro experience to ensure customer-side improvements also work for Pros. The position reports to the Sr. Director of Product. The product area spans onboarding, search and discovery, property details, scheduling, reviews and tips, cancellations and win-back, cross-sell and personalization, and AI-enabled experiences. The goal is to help customers discover and book services beyond mowing, improve retention, reduce scheduling friction, and align customer and Pro expectations before a service visit. The PM will determine where AI and agentic features improve the experience, test and ship them responsibly, and consider how product changes affect the wider marketplace, including Pros, pricing, and operations. In the first year, success means measurable improvements in consumer retention, lifetime value, and customer satisfaction, with neutral or positive effects on Pros; a clear, leadership-aligned one- to two-year consumer-experience vision; and execution of a strong six- to twelve-month roadmap. This is a fully remote U.S. role on a lean team and a partly legacy stack, requiring both strategic product leadership and hands-on work such as writing evaluations, reviewing transcripts, and prototyping with LLMs.

Requirements

At least 6 years of product management experience on consumer-facing products.
Experience with at least one B2C product at scale and a record of launching a consumer product to a large audience.
A track record of exceptional outcomes and the ability to explain the decisions and contributions behind them.
Experience launching AI-powered consumer products and observing real people use them.
Experience building agentic or AI-based consumer experiences.
Strong customer focus, including seeking customer problems in reviews, support conversations, and funnel data.
Systems-thinking ability to anticipate second- and third-order effects of product changes across a marketplace, including effects on Pros, pricing, and operations.
Experience delivering personalized experiences beyond superficial personalization.
Ability to set and defend priorities using product analytics, funnel analysis, and retention cohorts.
Ability to partner closely with design.
Willingness and ability to work hands-on as well as set product direction.
Ability to work effectively with a lean engineering team, a partly legacy stack, and seasonal tests that may take months to produce results.

Nice To Haves

Marketplace experience.

Responsibilities

Own the end-to-end consumer experience from the first booking through the lifetime of the customer relationship.
Set the consumer experience vision and roadmap, and establish direction for the product area.
Ship product improvements with engineering, design, data and applied science, marketing, and operations partners.
Own onboarding that builds customer trust after the first booking.
Improve search and discovery so customers can find relevant services, including services they may not know LawnStarter offers.
Develop property details and information flows that help customers and Pros understand service needs and expectations.
Improve scheduling, including skips, reschedules, and frequency changes.
Own customer reviews and tips for Pros.
Improve cancellation and win-back experiences to reduce avoidable customer loss and encourage returning customers.
Build cross-sell and personalization experiences tailored to each household and property.
Determine where AI and agentic features improve the consumer experience, and ship useful features responsibly.
Align customer and Pro expectations by combining customer-provided information, Pros’ on-the-job learnings, and proprietary property data.
Consider the effects of customer-facing product changes on Pros, pricing, and operations, and account for those effects in product specifications.
Use customer feedback, support conversations, product analytics, funnel analysis, and retention cohorts to identify and diagnose problems.
Write evaluations, review transcripts, and prototype with LLMs as part of hands-on product work.
Work closely with the PM who owns the Pro experience so customer-side improvements also work for Pros.