Senior Manager, Knowledge Engineering, AI Agent Enablement

Sonos

. Own the product vision, roadmap, and backlog for Knowledge Engineering and AI Agent Enablement .

Posted 10/9/2026full-timeUnited StatesSenior💰 $138,000 - $172,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Knowledge Engineering and AI Agent Enablement, with a strong focus on product vision, roadmap management, and team leadership. Proficient in translating business needs into actionable requirements while ensuring compliance and quality standards are met.

Highest-signal resume keywords

Knowledge Engineering FundamentalsAI Agent ManagementProduct OwnershipAgile PlanningStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge ManagementBacklog ManagementTaxonomy GovernanceMetadata StandardsMachine Learning PipelinesKCS MethodologyData QualityKnowledge RepresentationAnalytical SkillsProgram Management

Soft Skills

Communication SkillsLeadership SkillsChange ManagementExecutive Presentation SkillsStakeholder Management

Tools & Technologies

Salesforce Service CloudConfluenceAmazon BedrockVector SearchSemantic Search ToolsSalesforce AgentforceSKOSOWLSchema.org

Certifications & Qualifications

Knowledge Management CertificationKCS CertificationAI/ML Product Discipline Certification

Industry Keywords

AI Agent EnablementKnowledge EngineeringTechnical Support OperationsEnterprise TechnologyCustomer Support

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the product vision, roadmap, and backlog for Knowledge Engineering and AI Agent Enablement
Translate business and customer needs into prioritized requirements for engineering, data science, and AI partner teams
Lead the Knowledge Engineering and AI Agent Enablement teams; hire, coach, develop, and manage performance
Direct structured knowledge strategy, including taxonomy and ontology governance, metadata standards, data quality, and retrieval layers
Own the autonomous service agent roadmap, including issue resolution, escalation, conversation and prompt design, tool and API integrations, and knowledge grounding
Establish agent evaluation and benchmarking for accuracy, containment, safety, and quality
Govern agent behavior and risk, including guardrails, hallucination controls, brand and tone consistency, and compliance sign-off
Run agile planning, backlog refinement, sprint reviews, and retrospectives across both teams
Partner with support engineering, data science, external AI partners, and cross-functional stakeholders
Define, track, and report KPIs for knowledge usage, content quality, agent containment, resolution accuracy, escalation, customer satisfaction, handle time, and case deflection
Establish governance frameworks, content and agent-behavior standards, lifecycle processes, and compliance requirements
Present strategy and business impact to senior leadership

Requirements

What you’ll need

Bachelor's degree in Information Science, Computer Science, Business, or a related field
8+ years of progressive experience in knowledge management, AI or automation product management
3+ years of people leadership experience
Demonstrated experience as a product owner or in a delivery-focused product role, including backlog management
Hands-on or leadership experience with autonomous or conversational AI agents in a customer support or service context
Strong background in knowledge engineering fundamentals: taxonomies, metadata, information architecture, and knowledge representation
Understanding of machine learning pipelines, retrieval-augmented generation knowledge bases, and knowledge quality dependencies
Familiarity with KCS methodology and its application in technical support
Excellent communication, stakeholder management, and executive presentation skills
Strong analytical, program management, and change management capabilities
Must be able to work from the office 5 days per week
Master's degree in a relevant field (preferred)
Certifications in knowledge management, KCS, or AI/ML product disciplines (preferred)
Experience in large-scale enterprise technology companies with high-volume technical support operations (preferred)
Experience scaling AI agent evaluation and benchmarking practices (preferred)
Familiarity with SKOS, OWL, schema.org, Salesforce Service Cloud, Confluence, vector search, or semantic search tools (preferred)
Experience with Salesforce Agentforce, Amazon Bedrock, or comparable agent orchestration tooling (preferred)
Global or distributed team leadership experience (preferred)
Thought leadership contributions in knowledge management, KCS, or AI-enabled support practices (preferred)
Applicants must be authorized to work in the country of the role posting now and in the future; Sonos cannot sponsor or take over sponsorship of an employment visa

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
A 401(k) plan with company matching and immediate vesting
An Open Time Off policy (OTO)
80 hours of sick time upon hire, refreshed annually
Up to 12 paid holidays per calendar year
Generous paid leave program for new parents or to care for a family member with a serious health condition
Short- and long-term disability for your own medical condition
Company-paid Disability, Life, and AD&D Insurance
Voluntary Life, AD&D, Accident, and Pet Insurance
Mental health benefits
Generous employee discount program
Sonos Radio HD at no cost
Reasonable accommodations for individuals with disabilities