The Amazon Customer Service (CS) Knowledge team is seeking a highly motivated Metadata 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 role represents a high-impact opportunity at the intersection of content management, Artificial Intelligence/Machine Learning (AI/ML), and Semantic technologies, driving innovation in knowledge discoverability, dynamic content delivery, and automation.
Key job responsibilities
- Create and lead the vision for metadata management and taxonomy frameworks. Drive the 3-year roadmap with detailed yearly plans.
- Partner with CS Content Verticals on metadata strategy. Develop taxonomy standards that align with business goals and content needs.
- Design metadata models and ontology frameworks. Support scalable content management workflows across the knowledge ecosystem.
- Work with Tech and Science teams on metadata automation. Build and deploy AI/ML solutions for tagging and content enrichment.
- Develop metadata models for CS Client Teams. Focus on content authoring and consumption needs. Ensure seamless integration with customer and associate applications.
- Create metadata governance frameworks. Establish standards for versioning, auditing, quality control, and lifecycle management.
- Build connections between structured and unstructured content sources. Lead migration initiatives for legacy content to the unified platform.
- Set KPIs for metadata usage and content discovery. Track retrieval accuracy and automation efficiency. Drive improvements based on metrics.
- Champion metadata management best practices. Promote effective taxonomy design. Share semantic technology expertise across 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 within the Customer Engagement Technology (CET) Team. The CS Knowledge team's vision is to create a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and served up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, Google search).
CS Knowledge will achieve this by shifting the paradigm of ACS content creation and maintenance, moving away from an output-driven approach based on static content types, to creating a trusted set of artifacts about Amazon products, services, and policies. These artifacts will be used to generate accurate, consistent, and personalized content in any form.
