Senior Product Manager , WW DSP Knowledge Management

Amazon • Bellevue, WA

1d

About The Position

Shaping the Future of How DSPs and Amazonians Find, Trust, and Act on
Information
Are you passionate about empowering entrepreneurs and driving innovation in Last
Mile Delivery? Amazon DSP is seeking a Senior Product Manager to lead the
transformation of how thousands of Delivery Service Partners (DSPs) and their
Amazon Business Coaches discover, consume, and act on operational knowledge — a
program that directly impacts thousands of small business owners and millions of
customer deliveries daily.
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Your Mission
As the Senior PM for DSP Knowledge Management, you will own the strategy and
execution of consolidating fragmented content into a unified, AI-ready knowledge
ecosystem. You will define the product architecture for the DSP Knowledge Bank
(DKB), integrate it with Companion, and build the data-driven feedback loops
that make the system self-correcting. You will break down complex information
architecture challenges into scalable product solutions, leverage data to
prioritize ruthlessly, and influence across 30+ content-owning teams without
direct authority.
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Who You Are
You are an analytical product leader with a talent for transforming ambiguity
into structure. You thrive on:
• Dissecting complex, cross-functional problems to find elegant, scalable
solutions
• Building trust across diverse stakeholder groups — engineering, science,
legal, and operations
• Influencing and delivering results through others in a federated ownership
model
• Thinking customer-backwards — starting from DSP friction and working upstream
to root cause
• Communicating complex product concepts with clarity and precision, including
to senior leadership
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Why This Role Matters
The DSP Knowledge Bank is the information infrastructure powering Amazon's
last-mile delivery network. Your product leadership will directly impact:
• Thousands of DSP entrepreneurs achieving operational excellence and business
growth
• Millions of successful customer deliveries enabled by accurate, timely
guidance
• The evolution of DSP Companion from a search tool into a proactive, AI-powered
knowledge partner
• The global consolidation of five fragmented learning platforms into a unified,
cost-efficient ecosystem
• A self-correcting knowledge system where content stays current, accurate, and
actionable at scale
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What Success Looks Like
You will know you are succeeding when:
• The DSP Knowledge Bank pilot (Insurance, Fleet) is live and integrated with
Companion by Q3 2026
• Confusion-related LSC support tickets decrease by 15%+ through systematic
content gap closure
• Companion "Not Helpful" rate trends toward zero as the feedback loop drives
continuous improvement
• LMS platform spend is reduced by 45–50% through Adobe Learning Manager
consolidation
• Program CSAT improves by 300 bps in NA and EU, anchored in information quality
• DSPs and Business Coaches access role-based, real-time answers from a single
source of truth

Requirements

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner
• Experience owning technology products

Nice To Haves

• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders

Responsibilities

• Strategic Leadership (40%) • Define and execute the global product vision and roadmap for DSP Knowledge Management
• Drive the architecture of the DSP Knowledge Bank — browse tree taxonomy, metadata schema, and governance model modeled on Amazon Retail's ASIN structure
• Lead measurement and optimization of knowledge quality, search effectiveness, and business impact
• Establish content governance best practices and scale globally across NA, EU, and APAC
• Define success metrics and track progress against CSAT, deflection rate, and content health targets
• Product Development & Execution (30%) • Own end-to-end product lifecycle for DKB, Companion integration, and the Content Health Dashboard
• Define the closed-loop feedback system connecting Companion queries, LSC tickets, CAP trends, and Heartbeat sentiment to automated content review workflows
• Drive continuous improvement through AI-powered tools — EDGE AI Smith (knowledge gap identification) and EDGE Lens (content quality scoring)
• Partner with the EDGE Team to align Amazon Learn migration and ALM consolidation with DKB architecture
• Manage product roadmap prioritization, resource alignment, and cross-functional dependencies
• Technology & AI Infrastructure (15%) • Guide the product strategy for integrating DKB into DSP Companion — enabling real-time, role-based answers at scale
• Oversee the evolution of EDGE AI Smith and EDGE Lens from manual pilots to automated, production-grade systems
• Drive the roadmap from reactive content updates to proactive, data-driven interventions
• Ensure platform scalability, reliability, and offline access for safety-critical scenarios
• Optimize search experience and engagement across DSP, Business Coach, and internal user personas
• Stakeholder Management (15%) • Partner with global operations, legal, safety, fleet, and insurance teams across 30+ content-owning organizations
• Align with DSPX leadership on knowledge management as a strategic driver of DSP satisfaction
• Collaborate with science and engineering to scale AI capabilities
• Build relationships with the DSP community to ground product decisions in real operational friction
• Engage cross-functionally with Companion, Heartbeat, LSC, and Townsquare teams to unify data signals

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level