Senior Product Manager , WW DSP Knowledge Management

Senior Product Manager for DSP Knowledge Management

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.

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.

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

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

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

Key Responsibilities

1. 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

2. 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

3. 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

4. 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

Key Competencies

Technical Skills

• Information architecture and knowledge management systems
• AI/ML-powered search, recommendation, and content quality systems
• Data analysis, instrumentation, and performance metrics tracking
• LMS platforms and content governance frameworks
• Program management methodologies

Leadership Skills

• Strategic thinking and customer-backwards product development
• Structured problem-solving in ambiguous, cross-functional environments
• Stakeholder management and influencing without authority
• Change management across federated ownership models
• Cross-cultural communication for global program deployment

Join us in building something bigger than yourself — a knowledge ecosystem that powers the success of entrepreneurs around the globe and delivers smiles to millions of customers every day.