Lead Product Manager, New Customer Experience

This is a fully remote position, open to applicants in California, +4 more locations.

📋 Description

• Take charge of the initial service experience for consumers from their first interaction through to registration and their first booking.

• Establish the vision and strategic roadmap for the revamped initial service experience.

• Collaborate with engineering, design, operations, marketing, and data teams to construct the experience.

• Manage the home page and marketing website.

• Oversee signup and booking procedures across LawnStarter, Lawn Love, and Home Gnome.

• Handle funnel data, quotes, services, scheduling, and payment methods, including Apple Pay and Google Pay.

• Determine if the current customer experience needs to be redesigned from the ground up.

• Create and prototype AI-driven, user-friendly signup experiences in collaboration with real customers.

• Test and validate the new experience prior to replacing the current flow.

• Coordinate any changes that impact pricing, Pro supply, and operations.

• Report directly to the Sr. Director of Product and work alongside product leaders in consumer experience, Pro experience, pricing, and conversational AI/agents.

• Provide a clear vision for the experience, deliver a live product component, enhance signup conversion rates, boost first-service bookings, and achieve high first-service customer satisfaction (CSAT).

⛳️ Requirements

• A minimum of a Bachelor’s degree in business, analytics, engineering, design, or a related discipline.

• At least 6 years of experience in consumer product management, with a focus on consumer experience.

• Proven experience in delivering AI-driven or agentic consumer experiences.

• Background in prototyping signup experiences using LLMs and agents.

• Capability to analyze customer transcripts and funnel data leveraging AI.

• Proficient in conducting independent funnel and product analytics.

• Strong ability to prioritize and collaborate with design from the initial sketch.

• Experience in marketplace and personalization is an advantage.

• Experience in consumer-facing product management.

• Must possess work authorization and reside in the US, as this position is fully remote (US).

🏝️ Benefits

• Equity.

• Medical, dental, and vision coverage.

• Fully remote work option (US).

• Flexible paid time off (PTO).