The Amazon Customer Service (CS) Knowledge team is seeking a highly motivated Senior Product Manager to lead the design and implementation of a metadata-driven knowledge architecture. This role is pivotal in unifying fragmented knowledge sources, including external help content, internal customer service references, and embedded system logic across multiple platforms.
You will define structured metadata models, taxonomies, and ontologies to enable seamless content organization at the authoring level, support Large Language Model (LLM)-based resolvers at the output level, and enhance retrieval and adaptability across downstream applications.
This is a high-impact role at the intersection of content management, AI/ML, and semantic technologies, driving innovation in knowledge discoverability, dynamic content delivery, and automation.
Key job responsibilities
- Define and drive the vision, strategy, and 3-year roadmap for metadata management and taxonomy frameworks, including detailed yearly plans.
- Work closely with Customer Service (CS) Content Verticals to shape and evolve the metadata strategy and taxonomy standards, ensuring alignment with business goals and content needs.
- Design structured metadata models and ontology frameworks to support scalable and adaptable content management workflows across the knowledge ecosystem.
- Collaborate with Tech and Science teams to build and deploy automated metadata tagging and enrichment solutions, leveraging AI/ML models.
- Partner with CS Client Teams to develop an end-to-end metadata model that supports both content authoring and downstream consumption needs, ensuring seamless integration with customer-facing and associate-facing applications.
- Develop and maintain metadata governance frameworks, including standards for metadata versioning, auditing, quality control, and lifecycle management.
- Build graph-based knowledge representations to optimize knowledge discovery, semantic search, and dynamic content generation.
- Enable interoperability between structured and unstructured content sources, including leading initiatives for legacy content migration to the unified knowledge platform.
- Define KPIs and success metrics for metadata utilization, retrieval accuracy, content discoverability, and automation efficiency; drive continuous improvement based on these insights.
- Advocate for best practices in metadata management, taxonomy design, and semantic technologies across content and technical teams.
A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About the team
This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, and Google search).
CS Knowledge will achieve this by shifting the paradigm for ACS content creation and maintenance, moving away from an output-driven approach based on static content types, to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.- 5+ years of product management or equivalent experience
- Experience designing metadata strategy, metadata models, taxonomies, or ontologies for large-scale content ecosystems
- Understanding of knowledge graphs, semantic search, metadata tagging solutions, and large-scale metadata management.
- Strong analytical and problem-solving skills, with the ability to translate complex technical concepts into business outcomes.
- Excellent stakeholder management skills and experience working cross-functionally across content, tech, and science teams.
- Bachelor’s degree in Information Science, Computer Science, or a related field.- Experience implementing metadata frameworks for AI/ML applications including LLMs and semantic search engines.
- Background in large-scale content migration and knowledge platform modernization.
- Master’s degree in a related technical or information science discipline.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
