Lead Product Manager, New Customer Experience

Description

The company is a leading US marketplace where people book lawn care and other outdoor services on demand, with over $750M in bookings. It is widening into a broader home services offer, running three brands on one shared platform.

The product goal is at least one job per household every year. Four efforts run at once: attracting more customers, growing the Pro network, delivering strong service to both sides, and operating as an AI-driven company that moves faster than its size would suggest.

New customers arrive through the home page or marketing site, then complete a signup and booking flow: they get a quote, choose a service and a time, and pay. This flow covers all three brands and brings in most of the company's new customers.

The flow was built years ago. It takes too many steps, and people drop out at many of them. The open question is whether it still makes sense, or whether it should be rebuilt as an AI-native, agentic experience.

Responsibilities

• Own the first service experience from a person's first contact with the company through signing up and booking their first service. Decide what it should become, then build it with engineering, design, operations, marketing and data.
• This is a rebuild, not an optimization exercise. Take a five-year-old flow, ask what a homeowner would want if the company started from scratch today, and ship that answer.
• You are an individual contributor with Lead PM scope and no direct reports. You will work with the Consumer Experience lead, the Pro Experience PM, the Pricing PM and the Conversational AI & Agents lead, and report to the Sr. Director of Product.
• Your areas: the vision and the plan to reach it; the home page and marketing site, which shape a customer's first impression; signup and booking for all three brands; funnel data showing where people move on and where they leave; quotes, service selection and scheduling; and payment, including Apple Pay and Google Pay.
• Decide whether today's flow should exist at all. Start from what a homeowner needs to book a first service, work backward, and justify each step with evidence.
• Design an AI-native, agentic way to sign up. Work out what an agent can handle, where people want to stay in control, and test your answers with prototypes in front of real customers.
• Rebuild without disrupting the flow that brings in most new customers. Create a path that proves the new experience works with real users before it replaces the old one.
• Signup affects pricing, Pro supply and operations. Bring the people who own those areas into a vision that also changes their work.
• Year one: a leadership-backed vision for the reimagined experience, grounded in customer needs; a meaningful part of it live with real customers; higher signup conversion; more households completing a first booking; and high first-service CSAT (customer satisfaction).

Requirements

• 6+ years of product management on consumer products, with a focus on the consumer experience.
• A visionary who ships. You question experiences everyone has accepted, then build the replacement. If your default is incremental improvement, this role is not a match.
• Customer-focused over the long run. You care whether people convert and whether they are glad they did. You will not trade the customer's experience for short-term signups.
• An AI builder. You have shipped AI-powered or agentic consumer experiences, prototype signup with LLMs and agents, read customer transcripts to find friction, and use AI to analyze funnel data quickly. If you have only observed AI from the sidelines, this may not fit.
• Your own analyst. You run your own funnel and product analytics and spot the step losing people before a dashboard exists. If you need someone else to pull your numbers, this may not fit.
• A strategist and design partner. You set priorities, decline work with clear reasons, and work with design from the first sketch. PMs who hand designers finished specs or wait for finished designs will struggle.
• A plus: experience with marketplaces and personalization. You understand how a signup change flows through to Pros, pricing and operations, and you have built experiences that adapt to each customer.
• Minimum bachelor's degree in business, analytics, engineering, design or a related field, plus 6+ years of product management on consumer-facing products.
• Not a fit if your work is mainly people management, growth tactics such as button tests and email tweaks, or strategy without hands-on work. Also not a fit without a real consumer background, or if you need a large team, a clean stack or control of every lever. The engineering team is lean, the stack is partly legacy, and much of the work depends on levers owned by other teams, so impact comes from careful choices, AI that extends capacity, and influence beyond your own remit.

Conditions

Fully remote, based in the US.

Individual contributor reporting to the Sr. Director of Product.

Remote work supports the long, focused stretches needed to rethink an experience from first principles.

Benefits

• Equity: you share in the value the company creates through the experience you build.
• Base salary: $170,000 to $210,000.
• Healthcare: medical, dental and vision coverage.
• Flexible PTO, with results as the focus. Take the time you need.