Lead Product Manager, Consumer Experience

Description

The company is a leading on-demand marketplace in the country for lawn care and outdoor services, with over $750M in bookings. It is growing into full home services across three brands on one shared platform.

The product goal is 1+ job per household every year. Reaching it means growing the customer base, adding Pros, delivering a strong service experience for both sides, and running the company heavily on AI at a pace its size would not normally allow.

Hundreds of thousands of households already book outdoor services. Most start with mowing. The opportunity lies in what comes next: showing them other services they need and giving them reasons to stay.

The customer web portal and app govern everything after the first booking, including scheduling, what customers learn about their property, which services they see next, and whether they stay. Much of this has no dedicated owner yet, and retention is the largest lever the company has not used.

AI makes it possible to tailor the outdoor-services experience to each household, based on its yard, schedule and next needs, rather than offering one product to everyone.

Responsibilities

• Own the consumer experience from after the first booking through the full customer relationship, set its vision and roadmap, and decide how AI shapes it. Ship the work with engineers, designers, data and applied science partners, marketing and operations.
• Work as an individual contributor with lead-level scope: own a full product area, set the strategy others build around, and work with the PM who owns the Pro experience so customer gains hold for Pros too. You report to the Sr. Director of Product.
• Own the whole relationship, covering onboarding, scheduling, cross-sell, cancellation and win-back. Fix the full journey, not single steps.
• Define much of the product yourself, since these live surfaces have lacked a dedicated owner.
• Treat AI as central strategy. Decide where agentic and AI-based experiences help customers, then ship them.
• Areas you will own: onboarding from first booking to customer trust; search and discovery, including services customers do not know exist; property details that shape the service and what a Pro sees; skips, reschedules and frequency changes; reviews and tips; cancellation and win-back; cross-sell and personalization; and AI across all of these.
• Turn customers who only mow into households that trust the company with more. Build a detailed model of each property and household, covering size, condition, seasons and priorities, and turn it into a personalized plan. Recommendations should read as informed advice, not sales.
• Reduce churn at the exit points. Simplify skips and reschedules, rethink the cancellation moment, and give leaving customers a reason to return. Some cancel before their first service, others after months.
• Align expectations on both sides by combining customer input, what Pros learn on the job and the company's proprietary property data, so the right information reaches the right side before each visit.
• Decide where AI belongs and ship it responsibly at scale. Know how a feature fails before customers find out.
• Year 1 success: retention, lifetime value and CSAT rise; Pro outcomes stay neutral or improve; a clear 1-2 year consumer vision is set and backed by leadership; and a 6-12 month roadmap is shipped.

Requirements

• 6+ years as a product manager on consumer-facing products, including at least one B2C product at scale.
• A record of exceptional results where your decisions are visible. Solid but generic outcomes, or wins you cannot explain, will not meet the bar.
• You have launched AI-powered consumer products and watched real people use them, so you know where AI improves an experience and where it gets in the way. Without building an agentic or AI-based consumer experience, this role is unlikely to suit you.
• You look for consumer problems in reviews, support conversations and funnel data, and you fix irritants such as a confusing reschedule flow. Customers and their problems must hold your attention.
• You think in systems. You trace second- and third-order effects across Pros, pricing and operations, and you plan for them in the spec. Marketplace experience helps, but the key habit is asking what else a change touches.
• You have delivered personalized experiences and know what it takes to make a product feel built for one household. Personalization means more than inserting a first name into an email.
• You set priorities from data and defend them. You use product analytics, funnel analysis and retention cohorts daily, diagnose drops deep in the funnel, and work closely with design. You do not depend on others to pull your numbers or hand you finished designs.
• A bachelor's degree in business, analytics, engineering, design or a related field, or equivalent practical experience, plus 6+ years of product management on consumer-facing products.

Conditions

Individual contributor with no direct reports.

Fully remote within the US. Focused thinking time and work with peers in engineering, design, data, marketing and operations matter more than an office desk.

This is not a data PM or platform PM role. You rely on data and platforms daily but do not build them.

This is not a strategy-only seat. You will write evals, read transcripts and prototype with LLMs.

This is not a tactical delivery role. You will own where the consumer experience goes, not the next feature.

The team is lean and resourceful, with a partly legacy stack and seasonal tests that can take months to read. Impact comes from careful choices, using AI to move faster than headcount allows, and clarifying what the data does not yet show.

Benefits

• Equity as a meaningful part of product manager compensation.
• Base salary of $180,000 to $210,000.
• Medical, dental and vision healthcare.
• Flexible PTO, with a focus on results.