Senior Product Manager – Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• This role encompasses a comprehensive Senior Project Manager position focused on the quality, trust, and communication aspects of service delivery — establishing appropriate expectations for all parties, guiding Pros to produce exceptional work, addressing conflicting interests impartially, and enhancing our AI-powered support.

• You will engage with live, high-scale systems with the objective of improving them.

• Collaborating with other PMs, your main focus will be on fostering trust between both sides of the marketplace.

• You will influence strategy, policy, and the systems that pertain to a significant portion of the post-booking experience — rather than merely optimizing a single screen.

• Your responsibility will include developing policies and decision-making systems that ensure fairness and consistency at scale — and making judgment calls yourself when clear answers are not available.

• You will oversee the evaluation systems — including golden datasets, automated judges, regression detection, and human-review sampling — that establish what constitutes 'good' in an open-ended conversation.

⛳️ Requirements

• Proficient in AI. You utilize AI in your daily tasks and possess a genuine understanding of how to evaluate whether an AI experience is truly effective — beyond just its release.

• Capable of making two-sided decisions. You can consider both the customer's and the Pro's interests simultaneously, and you are prepared to make decisions when they conflict — articulately and with a rationale you can defend to either party.

• You design for optimal outcomes from the outset. You are not content with evaluating work post-completion — instead, you prefer to establish clear expectations at the beginning to ensure a successful job for both the customer and the Pro.

• A systems thinker regarding marketplaces. You view service delivery as a system of incentives, policies, and feedback loops — rather than merely a collection of screens — and you create rules that remain effective through edge cases and problematic actors.

• Data-driven. You are immersed in the key metrics relevant to this role — including CSAT, resolution rate, evaluation scores, churn, and deflection — and you recognize when the data is insufficient, requiring a judgment call.

• Technically knowledgeable. You collaborate with engineers on the functionality of AI and messaging systems and provide insightful feedback on design trade-offs.

🏝️ Benefits

• Base salary: $140,000 - $170,000

• Equity: The systems you will be involved with impact every customer and Pro — quality, trust, and retention are integral to service delivery. We want you to be invested in the long-term success.

• Healthcare: Medical, dental, and vision coverage

• Fully remote: Work from any location within the US. This role necessitates deep focus and close collaboration with engineering and operations — we trust you to manage your own work environment.

• Flexible PTO: We prioritize results.