Amazon's Retail Business Services (RBS) team is looking for a Senior Program Manager to own taxonomy management across Amazon Stores for its Door Desk award winning Customer Anecdote Miner (CAM) platform. CAM is a GenAI powered platform, that ingests customer signals (such as customer reviews, customer returns, and customer questions) and generates actionable insights, including topics, recommendations and impact for ASINs WW. Launched in 2021, CAM is currently available for > 70% GVs WW, and is expanding rapidly towards 100% entitlement, while powering key seller facing insights such as Seller Growth Analytics, Customer Returns Analytics & Insights, and Fit Insights Tool for 1.1M+ Selling Partners. Driven by innovation, the mission of CAM is to be the go-to platform for getting insights from any customer signal.
As the Senior Program Manager for Taxonomy, you work on a cross-functional team that enables Amazon teams to drive Customer Experience (CX) and Selling Partner Experience (SPX) by generating actionable insights from customer signals. You will collaborate with engineering, sciences and business partners to deliver knowledge-based solutions to deliver world-class, intuitive, and comprehensive taxonomies to optimize defect identification for Selling Partners.
You will be expected to reach out to product, technology, program and business teams that drive CX/SPX, gather business requirements from L6+ stakeholders, to keep the taxonomy relevant. You will also build the Taxonomy Management Engine to drive hands-off-the-wheel taxonomy management. You will write specifications, work with solution architects and scientists, and drive project schedules from design to release. You will be expected to balance between keeping the taxonomy flexible enough to enable CAM adoption across Amazon teams, while driving a standardized SPX. You will design metrics to measure the health of taxonomies, and setup measurement mechanisms to provide visibility to CAM’s customers, and RBS leadership.
A successful candidate will be an exceptional strategic thinker and will have exposure to managing taxonomies. Key skills for the role include an in-depth understanding of ontology, an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.
Key job responsibilities
1. Build deep knowledge of the Customer Anecdote Miner (CAM) platform, understand its roadmap and the back-end tech and science powering it.
2. Develop logical, semantically rich, and extensible data models for Amazon's extensive product catalog
3. Ensure our ontologies provide comprehensive domain coverage that are available for both human and machine ingestion and inference
4. Build metrics and mechanisms to measure the health of the taxonomy, and how well it is driving unified SPX and enabling adoption.
5. Build a technology powered product, Taxonomy Management Engine, to drive hands-off-the-wheel handling of taxonomy, and drive the adoption of CAM’s taxonomy across Amazon to deliver a unified SPX
6. Develop trust-based relationships with program’s key stakeholders
7. Anticipate and resolve bottlenecks, manage escalations, balance trade-offs, and resolve complex execution and operational issues
8. Manage timely and successful delivery of taxonomies, working with product owners and cross-functional teams to manage risks, and measure and report on progress.
9. Present strategic program and user insights and recommendations to stakeholders and cross-functional team
10. Provide ad-hoc support and analysis to senior leaders on strategy documents and research requests.
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of experience in creating, owning and handling taxonomies for signals from customers or sellers
- 2+ years of leading large complex programs experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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