LawnStarter

Senior Product Manager, Service Delivery

Austin, Texas, United States · Senior

Sponsorship not specified$140k-$170kDetected 51 days ago

LLMsAuditingCustomer SupportCommunication

About the role

You'll work on live, high-scale systems with a mandate to make them better.
Service delivery is a big area with more than one PM in it.
You'll work alongside them; your center of gravity is the trust between both sides of the marketplace.

Service delivery is everything that happens after a customer books - keeping that promise through completion, support, and the moments when things don't go to plan.
The Role This is a broad Senior PM role on the quality, trust, and communication side of service delivery - setting the right expectations on both sides, steering Pros to deliver great work, resolving conflicting interests fairly, and making our AI-powered support genuinely good.
You'll shape strategy, policy, and the systems behind a whole slice of the post-booking experience - not optimize one screen.
This role requires deep focus and close partnership with engineering and ops - we trust you to manage your environment.

You live in the numbers that matter here - CSAT, resolution rate, eval scores, churn, deflection - and you know when the data is thin enough that a judgment call is needed.

Measurable improvement in messaging reliability and engagement, plus working moderation that catches off-platform leakage and conflict early.
Who You Are AI-native.
You've built or owned evals, or you're hungry to, because you know that's what separates a trustworthy agent from a demo.
This is unlikely to be a good fit if you treat LLM quality as a vibe check or as engineering's problem to figure out.
Comfortable making two-sided calls.
You can hold both the customer's and the Pro's interest in your head at once, and you're willing to make the call when they conflict - clearly, and with a rationale you'd defend to either side.
You're not satisfied grading work after the fact - you'd rather get the expectations right at the start so the job goes well in the first place, for both the customer and the Pro.
This is unlikely to be a good fit if you gravitate to measuring and auditing results over shaping them before they happen.

$140,000 - $170,000 Equity: The systems you'll work on touch every customer and Pro - quality, trust, and retention all run through service delivery.

Medical, dental, and vision
Healthcare: Medical, dental, and vision Fully remote: Work from anywhere in the US.

catching when a relationship is drifting off-platform (disintermediation) or a conversation is heating into conflict.
You'll keep communication easy for the legitimate 99% while spotting the patterns that quietly cost us customers, Pros, and revenue.
Pros know exactly what each job requires, customers get what they expected, and fewer jobs go sideways from misalignment in the first place.
You work for customers and Pros at once, and you're often the one arbitrating between them.
The inbox is how 500K+ customers and 20K+ Pros coordinate across all three brands - and the record we lean on when something goes sideways.
customers get a job done well, and Pros get paid fairly for doing it.
Get it wrong and you lose customers, Pros, or both.

We Focus On Results LawnStarter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

This listing is sourced directly from LawnStarter's careers page and normalized into a canonical job model.